What are the responsibilities and job description for the Technical Support Analyst (Hybrid - Warren, MI) position at The Mom Project?
A partner of The Mom Project in the automotive industry is seeking a contract Technical Support Analyst to help support their business needs.
Responsibilities
Responsibilities
- Resolve Level 3 customer cases related to mobile applications, in-vehicle applications, Wi-Fi services, account management, and enrollment for the platforms
- Use SQL frequently to troubleshoot issues, analyze data, and support case resolution
- Investigate and resolve complex technical customer issues with strong ownership and follow-through
- Utilize internal tools and systems to diagnose issues and document resolutions
- Collaborate closely with peers and cross-functional teams to resolve escalated cases
- Apply structured problem-solving techniques to identify root causes and recommend solutions
- Support ongoing improvements to case management and troubleshooting processes
- Bachelor’s degree in a technical field such as computer science, computer engineering, or a related discipline preferred
- 2-4 years of applicable experience; candidates with at least 1 year of relevant experience may be considered
- Only candidates with strong SQL experience with hands-on usage will be considered
- Background in technical support, case management, or advanced troubleshooting roles
- Strong problem-solving and analytical skills
- Experience with Power BI and/or Python
- Previous experience in a higher-level technical support or escalation role
- Familiarity with resolving customer-facing issues involving mobile apps, connectivity, or platform services
- Mon-Fri, 40 hours/week
- Hybrid: Tuesdays - Thursdays in office (Warren, MI), Mondays and Fridays remote