System Operations Specialist - USDS
Apply NowCompany: TikTok
Location: San Jose, CA 95123
Description:
Responsibilities
About the Team:
Our Enterprise Solutions team plays a crucial role in ensuring the company's success as we develop systems, platforms, and applications to support internal business activities around the globe. We have a support team that is dedicated to solving issues and constantly optimizing business activities to support hyper-growth for the company. We seek people who have a service-oriented mindset that are willing to learn and put in the effort to solve problems.
The Systems Operations Specialist will play a crucial role in swiftly and efficiently troubleshooting, diagnosing, and resolving problems, specifically within quality assurance, in a dynamic and constantly evolving environment. This pivotal position necessitates excellent communication skills and strategic-problem solving abilities. Moreover, the candidate must exhibit proficiency in effectively communicating with diverse cross-functional teams and customers.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities:
- Directly solve system-related issues for users; educate users about systems and business processes
- Connect user to the right people (the correct OnCall staff or department specialist)
- Verify information users provide by contacting them and asking the appropriate questions
- Record issues or bugs reported by users
- Handle support system introductions and training per request
- Sustain effective communication and collaboration with cross-functional team, actively contributing to the development of a robust quality assurance process for systems.
- Organize testing assignments according to work requirements, streamline their breakdown, and facilitate seamless cross-team communication while ensuring comprehensive documentation.
Qualifications
Minimum Qualifications:
- Bachelor's degree or equivalent experience preferred
- 2 years of professional work experience ideally in a high-volume environment, such as service industries, technology, or hospitality
- Strong understanding of Service Level Agreements (SLAs) related to ticket resolution rates, response times, and backlog management in a high-volume on-call environment
- Skilled communicator, oral and written; able to communicate complexity with clarity and ease
- Strategic problem solving - Use of multiple resources to inform and support critical decisions
- Proficiency in Mandarin is a requirement due to daily collaboration with global cross-functional partners
Preferred Qualifications:
- System Quality Assurance
Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.
About the Team:
Our Enterprise Solutions team plays a crucial role in ensuring the company's success as we develop systems, platforms, and applications to support internal business activities around the globe. We have a support team that is dedicated to solving issues and constantly optimizing business activities to support hyper-growth for the company. We seek people who have a service-oriented mindset that are willing to learn and put in the effort to solve problems.
The Systems Operations Specialist will play a crucial role in swiftly and efficiently troubleshooting, diagnosing, and resolving problems, specifically within quality assurance, in a dynamic and constantly evolving environment. This pivotal position necessitates excellent communication skills and strategic-problem solving abilities. Moreover, the candidate must exhibit proficiency in effectively communicating with diverse cross-functional teams and customers.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities:
- Directly solve system-related issues for users; educate users about systems and business processes
- Connect user to the right people (the correct OnCall staff or department specialist)
- Verify information users provide by contacting them and asking the appropriate questions
- Record issues or bugs reported by users
- Handle support system introductions and training per request
- Sustain effective communication and collaboration with cross-functional team, actively contributing to the development of a robust quality assurance process for systems.
- Organize testing assignments according to work requirements, streamline their breakdown, and facilitate seamless cross-team communication while ensuring comprehensive documentation.
Qualifications
Minimum Qualifications:
- Bachelor's degree or equivalent experience preferred
- 2 years of professional work experience ideally in a high-volume environment, such as service industries, technology, or hospitality
- Strong understanding of Service Level Agreements (SLAs) related to ticket resolution rates, response times, and backlog management in a high-volume on-call environment
- Skilled communicator, oral and written; able to communicate complexity with clarity and ease
- Strategic problem solving - Use of multiple resources to inform and support critical decisions
- Proficiency in Mandarin is a requirement due to daily collaboration with global cross-functional partners
Preferred Qualifications:
- System Quality Assurance
Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.