Technical Support Analyst

Hearst Communications•Troy, MI

78d

About The Position

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.

Requirements

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

Responsibilities

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

Benefits

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

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume