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Hearst Newspapers · 2 months ago

Technical Support Analyst

1301 West Long Lake Road, Troy, MI, 48098, US

Full-time

Onsite

Mid, Senior Level

5+ years exp

Hearst Newspapers is seeking a Technical Support Analyst who will play a critical role in ensuring customers derive maximum value from automotive data products. The position involves troubleshooting complex issues, analyzing structured data, and collaborating with internal teams to provide actionable solutions.

AdvertisingJournalismMarketingNewsSocial Media

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

Qualification

SQLData analysisAutomotive industry experienceMicrosoft SQL Server Management StudioPower BISalesforceAnalytical skillsProcess improvement mindsetCommunication skillsProblem-solving skillsAdaptabilityCollaboration

Required

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