Support Operations Associate

About Dynatron 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.

The Opportunity 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.

Role Reality (Please Read Carefully) 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 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.

What You'll Do Customer Support & Technical Investigation 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 Problem Solving & Troubleshooting 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 Workflow & Operational Excellence 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 Collaboration 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 What You Bring Analytical Problem Solving 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 Prioritization & Organization 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 Technical Learning Agility Quick learner who enjoys mastering new software and technology Comfortable navigating multiple applications simultaneously Strong working knowledge of Windows and Microsoft Office Previous experience supporting software applications is a plus Automotive dealership or Fixed Operations experience is preferred but not required Process Discipline 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 Communication & Customer Focus 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 Why Dynatron Opportunity to solve meaningful customer problems every day Collaborative team environment focused on learning and continuous improvement Remote-first working environment built on autonomy and accountability Clear opportunities for growth as your technical knowledge expands Stable, software-focused career path supporting thousands of automotive businesses Compensation & Benefits Compensation:

• $21/hr Benefits Include: 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 What Success Looks Like People who thrive in this role: Investigate before escalating Stay organized under pressure Learn new systems quickly Communicate clearly and professionally Balance speed with accuracy Take ownership until issues are fully resolved This role rewards curiosity, discipline, and persistence.
• If you enjoy solving problems, helping customers succeed, and continuously learning, you'll find meaningful opportunities to grow at Dynatron.
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