Rhu Wang

ADVERTISEMENT TECHNICAL SUPPORT SPECIALIST • TIKTOK PTE LTD • APR 2022 TO CURRENT Project 1 – Advertising platform and branded content

Troubleshoot advertising platform issues faced by internal sales
Identify platform bugs and communicate with our engineers to resolve the bug in a timely manner
Extraction of client’s advertisement data
Analyze clients’ data and investigate the root cause of clients’ spending trends when ads are not performing.
Identifying, analyzing, and initiating the escalation process to various stakeholders.
Utilizing departmental and knowledge-base resources to solve the requestor’s issue. • Provide excellent support experience to internal sales/sales ops via all relevant communication channels.
Providing training to third-party vendors
Writing knowledge-base material and internal updates for staff’s future reference

Project 2 – Global CRM and Transaction Platform (Current role)

Person of contact for the global transaction module
Troubleshooting sales/sales ops issues on the following CRM modules:
Credit line / Payment method
Invoice
Statement
Billing Group
Account suspension (due to payment)
Order - Funds allocation and Top-ups
Contract - Rebate/Coupon
Staff Permission maintenance
Overall platform interface issue
Identifying and escalating bugs to the engineers and communicating on the resolution of the technical issue.

Evaluating and approving allowlist requests related to payment

Submitting and facilitating feature enhancement requests with the PMs
Communicating with different stakeholders on the paymentrelated requests
Utilizing departmental and knowledge-base resources to solve the requestor’s issue.
Login as other staff to troubleshoot user-specific interfacerelated issues

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