Platform User Operations Intern – Technical Support

Job Description

Platform User Operations Project Intern | TikTok

The Tone:
This is an internship at TikTok, located in a TikTok office. TikTok is the leading destination for short-form mobile video, with a mission to inspire creativity and bring joy globally. This role supports the Platform User Operations (PUO) Team, which provides instant troubleshooting and consulting services to internal platform users. The intern’s contribution is critical to ensuring internal platform users receive prompt support and a top-quality user experience, directly impacting the platform’s smooth operation and user satisfaction.

The TL;DR
• Role: Internship
• Type: Full-time (5 days/week, rotating shifts)
• Location: In-person, A TikTok office
• Pay: $25 hourly
• Team: Platform User Operations (PUO) Team
• Mission: This person resolves user queries and technical issues for internal platform users, ensuring a high-quality user experience and contributing to process improvements.
• Tech Stack: HTML, JavaScript, SQL, HTTP protocols, internet technologies

What You’ll Actually Do
• Respond: Provide timely and accurate responses to user queries via internal platform and IM chat.
• Troubleshoot: Identify user needs and quickly resolve technical issues by utilizing internal databases, effective workarounds, and solutions from Engineering teams.
• Follow Up: Ensure all reported technical issues are fully resolved by actively following up with users.
• Analyze: Review support tickets to identify opportunities for process improvement and efficiency gains.
• Support: Assist and contribute to training projects and user feedback initiatives within the team.

The Must-Haves
• Background: Bachelor’s Degree in Computer Science or a related field, with a strong interest in technical consulting, technical troubleshooting, application support, and collaboration with engineering teams.
• Experience: Familiarity with core internet technologies and protocols.
• Skills: Proficiency with HTML, JavaScript, SQL, and HTTP protocols, coupled with excellent problem-solving, critical thinking, and analytical abilities to organize and work independently with rapidly changing priorities.
• Bonus: Demonstrated ability to code in any programming language, capable of constructing complex SQL queries, and possessing strong teamwork, communication skills, proactive thinking, learning ability, adaptability, and ownership.