Platform User Operations Specialist,

2 days ago

Sydney, New South Wales, Australia TikTok Full time $90,000 - $120,000 per year

Responsibilities

What the team does: Provide 24*7 product technical support services for users and business partners of content safety platforms What you will be doing:

  • Respond to user queries in a timely and accurate manner, via internal platform and IM chat;
  • Identify user needs, and quickly troubleshoot technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams;
  • Follow up with users to ensure the reported technical issues are resolved;
  • Analyse tickets to identify process improvement opportunities;
  • Assist and support training projects and user feedback projects;
  • Partner with the Engineering team on product optimizations will be a plus.

Qualifications

Minimum Qualifications:

  • Bachelor's Degree and above, in any relevant fields;
  • 2 or more years of experience related to technical troubleshooting, customer service or user/platform operations in the internet industry;
  • Flexibility to work 5 days per week total 38 hours (Monday-Sunday) and this may include weekends and public holidays to support users as needed due to time zone differences.

The daily working hours are between 9am and 8pm (GMT+11) range but may change due to business needs Preferred Qualifications:

  • Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities;
  • Strong teamwork and communication skills, proactive thinking, learning ability, and adaptability;
  • Proactive, able to work under pressure, strong initiative, and ownership.
  • AI Operations experience

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