About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us.
About the team:
Our Data-TnS-PUO Team is responsible for providing instant troubleshooting and consulting services to internal Platform users. This team is mainly responsible for the following: receiving and resolving user issues, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experience. This Senior Platform Operation Specialist is mainly responsible for leading the platform operation specialist team to analyze and maximize user feedback tickets insights, provide and implement best solutions to enhance ticket handling effectiveness, and bring optimizations to product and business teams via close collaborations with oncall teams, product teams, engineer teams and other business partners teams.
Responsibilities
1. Monitor and analyze the team's ticket handling quality and efficiency performance in your specialized platform domain, and initiate and implement improvement projects to enhance the team's ticket handling effectiveness
2. Collaborate closely with Tier2 owners and UEE POCs to identify and escalate real-time issue trends and high-priority tickets, and push for issue resolutions
3. Work with XFN teams (Data-TnS, TnS-Ops, E-Commerce, etc.) on ticket analysis, recurring issues RCA and governance, escalation workflow optimizations etc
4. Provide structured, comprehensive, up-to-date and easy-to-use platform issues troubleshooting SOP & FAQ by collaborating with product and business partners
5. Promote knowledge professionalism via activities like newcomer training, refresher training, workshop, quiz & test, Q&A etc.
Qualifications
Minimum Qualifications
1. Strong product and business knowledge and ticket handling performance
2. Data-driven, sensitivity to data indicators on system performance and stability, and strong data analysis and reporting capabilities
3. Structured thinking, able to break down complex problems into smaller and actionable items, and formulate logical and systematic planning
4. User-oriented, able to effectively gather and understand user needs and priorities, identify the right problems and provide the best solutions
5. Result-oriented, with a strong sense of responsibility, good attitude and priority management
6. Strong collaboration & communication skills
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.