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Support Operations Associate

Dynatron Software -
Remote

Apply Now

Job Details

Full-time
$21 an hour
14 days ago

Benefits

Paid holidays
Disability insurance
Health insurance
Dental insurance
Paid time off
Vision insurance
401(k) matching
Life insurance

Qualifications

Research

Full Job Description

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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About Dynatron

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

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:

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

Problem Solving & Troubleshooting

Workflow & Operational Excellence

Collaboration

What You Bring

Analytical Problem Solving

Prioritization & Organization

Technical Learning Agility

Process Discipline

Communication & Customer Focus

Why Dynatron

Compensation & Benefits

Compensation: $21/hr

Benefits Include:

What Success Looks Like

People who thrive in this role:

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.