Support Operations Associate
About The Position
Dynatron is transforming the automotive service industry with intelligent SaaS solutions that drive measurable results for thousands of dealership service departments. Our analytics, automation, and workflow tools help customers improve profitability, increase efficiency, and make better business decisions. As a remote-first company, we believe exceptional customer support is built through curiosity, accountability, collaboration, and continuous learning, not simply answering questions quickly. We're looking for an Operations Support Associate who genuinely enjoys solving problems. This role sits at the intersection of customer support, technical troubleshooting, and operational execution. Every day you'll investigate software issues, analyze customer data, navigate multiple systems, and determine the fastest path to resolution while delivering an exceptional customer experience. Success in this role isn't measured simply by answering phone calls or closing tickets. It's measured by asking thoughtful questions, identifying root causes, documenting your work thoroughly, and helping customers resolve issues correctly the first time. The ideal candidate is naturally curious, enjoys troubleshooting unfamiliar problems, and thrives in an environment where every day presents new challenges. If you like solving puzzles, learning new software, and finding answers others can't, you'll likely enjoy this role. This role is structured, fast-paced, and requires constant prioritization. A typical day includes managing inbound phone calls, emails, and support cases simultaneously, investigating customer issues using multiple systems and internal knowledge resources, switching quickly between customer conversations, technical research, documentation, and administrative tasks, managing competing priorities while maintaining quality and response time expectations, and working independently while collaborating with teammates when additional expertise is needed. This is not a role where every answer is immediately available. Success requires persistence, curiosity, and the ability to investigate problems before escalating them. If you enjoy learning, troubleshooting, and working through complex problems, you'll likely thrive here.
Requirements
- Demonstrated ability to investigate problems methodically and determine root causes rather than simply treating symptoms
- Naturally curious with a structured approach to troubleshooting
- Comfortable working through ambiguity before escalating issues
- Strong critical thinking and decision-making skills
- Comfortable managing multiple competing priorities throughout the day
- Ability to rapidly shift between customer conversations, technical investigations, and administrative work
- Strong organizational skills with exceptional attention to detail
- Ability to consistently meet deadlines and service-level expectations
- Quick learner who enjoys mastering new software and technology
- Comfortable navigating multiple applications simultaneously
- Strong working knowledge of Windows and Microsoft Office
- Strong documentation habits and attention to detail
- Ability to follow established processes while identifying opportunities for improvement
- Consistently produces accurate work in a KPI-driven environment
- Excellent verbal and written communication skills
- Ability to explain technical concepts in simple, customer-friendly language
- Professional, calm demeanor under pressure
- Strong customer service mindset focused on resolution and follow-through
Nice To Haves
- Previous experience supporting software applications is a plus
- Automotive dealership or Fixed Operations experience is preferred but not required
Responsibilities
- Serve as the first point of contact for customer support requests through phone, email, and SugarCRM
- Investigate customer issues by gathering information, reproducing problems, researching available resources, and identifying root causes
- Resolve issues whenever possible while recognizing when escalation is appropriate
- Follow issues through resolution to ensure customers receive timely, accurate support
- Investigate software functionality, account configuration, billing questions, and system behavior
- Navigate multiple internal tools and knowledge resources to identify solutions
- Document troubleshooting steps clearly so cases can be understood by others
- Continuously expand product knowledge across Dynatron's software portfolio
- Balance incoming calls, support cases, and assigned projects while meeting established service levels
- Prioritize work based on urgency, customer impact, and business priorities
- Maintain accurate documentation and detailed case notes
- Complete assigned maintenance projects and operational tasks
- Work closely with teammates to resolve complex customer issues
- Communicate roadblocks early and seek assistance appropriately
- Share knowledge that improves team efficiency and customer outcomes
- Contribute to continuous improvement of support processes and documentation
Benefits
- Comprehensive health, dental, and vision insurance
- Equity participation through Dynatron's Equity Incentive Plan
- 401(k) with competitive company match
- Flexible PTO policy and 11 paid holidays
- Employer-paid disability and life insurance
- Home office setup support
- Remote-first working environment
- Ongoing training and professional development
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
