Technical Support Analyst

Hearst Communications-posted 20 days ago
Full-time • Entry Level
Troy, MI
51-100 employees
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As a Technical Support Analyst, you'll play a critical role in ensuring our customers get the most value from our automotive data products. You'll troubleshoot complex issues, analyze structured data, and partner closely with internal teams to deliver clear, actionable solutions. This role combines technical problem-solving with strong communication and collaboration - perfect for someone who enjoys understanding how things work, solving puzzles, and improving the customer experience.

  • Become a subject matter expert in our products, using your knowledge to provide insights, recommendations, and practical solutions
  • Lead customer meetings that are clear, engaging, and results-focused, building trust and long-term relationships
  • Serve as the voice of the customer within the organization - championing their needs and experiences to drive product and service improvements
  • Troubleshoot and resolve customer support requests related to our automotive data products
  • Act as the key link between Customer Service, Product Management, Application Development, and other internal teams
  • Investigate and confirm reported issues through structured testing and analysis
  • Utilize SQL queries to extract, analyze, and validate data
  • Create reports and dashboards using tools like SQL, Power BI, and Microsoft Office
  • Perform ad hoc data analysis to support business initiatives and customer needs
  • Recommend process improvements that enhance efficiency, scalability, and data integrity
  • Uphold best practices in data management to ensure accuracy and quality across systems
  • Bachelor's degree in Business, Data Analytics, Information Systems, or a related field, OR 5+ years of equivalent professional experience in customer support, data analysis, and/or the automotive industry
  • 2+ years of hands-on experience with SQL and structured data analysis
  • Understanding of structured data formats such as XML, CSV, and JSON
  • Experience using Microsoft SQL Server Management Studio (SSMS)
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint)
  • Familiarity with Salesforce or similar CRM platforms
  • Excellent communication skills - you can explain complex topics clearly to both technical and non-technical audiences
  • Strong analytical and problem-solving skills, with a track record of working independently to find solutions
  • Calm and organized under pressure, with the ability to manage multiple priorities
  • A process-improvement mindset - always looking for ways to make things better, faster, and more efficient
  • Adaptable, collaborative, and motivated to learn new technologies and tools
  • Be part of a team that values innovation, integrity, and customer success
  • Work alongside talented professionals who are passionate about data and problem-solving
  • Enjoy opportunities to learn, grow, and make a measurable impact on our customers and products
  • Competitive compensation, comprehensive benefits, and a supportive, growth-oriented culture
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