Technical Ads Support Specialist

2 weeks ago

San Jose, United States Tik Tok Full time
Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, 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 communities we serve.
Join us.

As Monetization Product Operations (MPO) our goal is to help businesses have seamless experiences with our advertising solutions, by designing and scaling support processes to resolve technical issues within our product. We're a global team with regional hubs in Singapore, China, Israel, London and multiple locations in the US, and we're expanding to more hubs.

TikTok seeks a technical ads support specialist to provide both pre and post-sales implementation and advertising support to Tiktok's top advertisers. Sitting within the Monetization Product Operations team, the role involves close collaboration with in-market sales and product teams within a high-growth environment. An ability to self-motivate, prioritize and influence partners are key skills. Candidates must have experience working with Digital Advertising, Signals & API products as well as hands-on experience implementing technology.

Responsibilities:
- Handle and resolve end to end pre and post-sales queries for TikTok Perofmance advertising, signal and measurement products, ability to work on case volumes across email or chat channels
- Own and drive query resolution through collaboration with Product & Engineering groups to resolve all types of generic, technical or product queries
- Conduct planning and scoping calls with internal Sales teams to align the scope of work and expectations for each client's needs
- Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points
- Adhere to service levels across channels and achieve best in class productivity, impact and resolution times for end customer
- Manage escalations workflows with internal cross functional teams across Product teams
- Partner with upstream technical specialists to educate advertisers on product features and common issue types
- Engage and support new product launches across the advertising platform, act as voice of customer for fixes and advocate for efficient resolution
- Develop as a subject matter expert across assigned product area and mentor fellow team members

Qualifications

- English business proficiency is a must for the role
- BA/BS degree in Computer Science or similar technical field of study, or equivalent practical experience
- 4+ years of Technical Customer support or Operations, in-region (where role is based)
- Preferred experience in a Contact Centre/Service program for any Advertising Tech company
- Prior Customer Support experience within an in-house team is highly desirable
- Fluent with social media products usage and basic understanding of the advertising industry
- Experience resolving and communicating technical issues to both technical and non-technical audiences

[Preferred Qualifications]:
- Hands-on experience with ticketing software such as JIRA, Freshdesk, Zendesk etc
- Experience working with and implementing mobile SDKs (iOS and Android)
- Knowledge of Universal Links & App Links
- Pre-Sales Technical experience, consulting, and advisory services for clients
- Prior experience working with Mobile & Web analytical tools (Google Analytics, Firebase, Appsflyer, etc)
- Prior experience working in the US market

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at [redacted]

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