Help Desk Support Assistant responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support Assistant uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support Assistant advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support Assistant works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
The Trade Desk is a global technology company with a mission to create a better, more open internet for everyone through principled, intelligent advertising. Handling over 1 trillion queries per day, our platform operates at an unprecedented scale. We have also built something even stronger and more valuable: an award-winning culture based on trust, ownership, empathy, and collaboration. We value the unique experiences and perspectives that each person brings to The Trade Desk, and we are committed to fostering inclusive spaces where everyone can bring their authentic selves to work every day.
Do you have a passion for solving hard problems at scale? Are you eager to join a dynamic, globally- connected team where your contributions will make a meaningful difference in building a better media ecosystem? Come and see why Fortune magazine consistently ranks The Trade Desk among the best small- to medium-sized workplaces globally.
As an Application Support Coordinator, you will use your customer-facing skills, relationship-building skills, and technical competence to help our Business Teams have excellent Platform experiences and provide top notch Application Support. This role is for highly motivated, customer-centric, and self-directed individuals, who are interested in learning and supporting a groundbreaking media buying platform built for the open internet. Responsibilities include developing positive relationships with multi-functional partners such as Customer Service, Engineering, Product Managers, Technical Account Managers, and more to help facilitate platform improvements and drive customer experience. There is plenty of room for advancement in this role within the department or otherwise within our company.
WHAT YOU'LL DO:
Support for application issues; ensuring that incidents within our platform or tools are addressed within established SLAs
Responsible for owning incidents, including escalating to other technical teams
Multi-task, manage, and resolve transactional application support requests
Problem-solving and troubleshooting
Executing Stored Procedures and querying our database using SQL
Maintain the company’s ticketing system; answer, troubleshoot, and resolve various technical issues related to The Trade Desk’s trading platform
Take initiative on tickets that can be completed without Development Team assistance
Contribute to the company’s Knowledge Base by the creation of new Articles and updating existing ones
QA Testing and Validation
Coordinate in-depth training on support-related tools and processes
Light on-call/after-hours support
WHO YOU ARE:
4 years relevant work experience as a technical support representative in a small or medium sized business
Outstanding troubleshooting, analytical, and problem-solving abilities, along with an ability to collaborate cross-functionally in a fast-paced start-up environment
Strong SQL and HTML experience
Strong experience with Excel and MS Office, including pivot tables, chart-making, and manipulation of large data sets is a plus
General knowledge of RTB, DSPs, ad exchanges, aggregators, ad servers, and other optimization platforms is a plus
Will be required to routinely or customarily troubleshoot items related to the platform that require independent judgement, decision-making, and unique approaches
No previous online advertising experience required, but those with experience or internships in online advertising or technology are encouraged to apply
Effective time management skills – ability to prioritize and meet deadlines
Advance troubleshooting and problem-solving skills.
Outstanding written and verbal communication skills, including an ability to explain complex subjects to a non-technical audience.
The Trade Desk does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of The Trade Desk. The Trade Desk is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
The Trade Desk does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of The Trade Desk. The Trade Desk is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.