Platform User Operations Specialist - 24/7 Tech Support

TikTok; Singapore; On-site; SGD 60,000 - 85,000; Full time

Job summary

TikTok is hiring a Platform User Operations Specialist to support platform users with quick, accurate responses and troubleshooting. You will communicate with Engineering, maintain SOPs, write daily reports and follow escalation processes.

Join a global team delivering 24/7 product technical support for content safety platforms and partner with engineers to optimize the product based on user feedback and tickets.

Responsibilities

• Respond to user queries in a timely and accurate manner via internal platform and IM chat
• Identify user needs and troubleshoot technical issues using internal databases, workarounds, and Engineering-provided solutions
• Follow up with users to ensure reported 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

Job description

TikTok is hiring a Platform User Operations Specialist to support platform users with quick, accurate responses and troubleshooting. You will communicate with Engineering, maintain SOPs, write daily reports and follow escalation processes.

Join a global team delivering 24/7 product technical support for content safety platforms and partner with engineers to optimize the product based on user feedback and tickets.