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
