Note: The job is a remote job and is open to candidates in USA. Dynatron Software, Inc. is transforming the automotive service industry with intelligent SaaS solutions. The Support Operations Associate will balance inbound/outbound phone queues with ticket-based technical support, ensuring high-quality, timely resolutions for clients' technical issues.
Responsibilities
- Serve as the first line of investigation for issues; document, research, and resolve issues using all available resources, or re-assign to the appropriate person and follow up until resolved
- Complete assigned tasks generated from Internal and External Customers (phone, email, and SugarCRM) against specific performance baselines
- Complete all requests with high accuracy by gathering enough information using consultative questions to understand the requester’s needs
- Maintain effective task notes through excellent documentation and organization; execute all required actions to ensure requests are completed in a timely manner
- Support clients with product navigation, account changes, and invoice clarity
- Serve as the first line of investigation. Utilize Confluence and team resources to research issues thoroughly, while effectively recognizing when a case requires escalation to ensure timely resolution
- Complete assigned maintenance projects and special duties as directed by the Operations Support Manager
Skills
- KPI-Driven Mindset: This is a performance-oriented environment. You should be energized by hitting and exceeding daily targets for case resolution volume and maintaining high-quality, single-touch resolutions
- Proactive Communication: Ability to identify roadblocks early. We value team members who proactively flag technical issues immediately via collaboration tools (e.g., Zoom/Slack) rather than working in isolation when progress stalls
- Experience & Technical Proficiency: Strong working knowledge of Windows/Office; ability to learn proprietary software (EBIS, ROAMS, TechCF) quickly
- Consultative Approach: Ability to develop an in-depth understanding of software products to support technical needs and set proper expectations of customers' requests
- Adaptability: Comfortable juggling multiple responsibilities simultaneously, including high-frequency phone queues, urgent ticket requests, and administrative account maintenance
- Account Growth: Actively work to increase usage for all existing customers
- Process Adherence: Follow processes and instructions given verbally or through documentation
- 1–2 years in a dealership service department or automotive industry
Benefits
- Participation in Dynatron’s Equity Incentive Plan
- Comprehensive health, vision, and dental insurance
- Employer-paid disability and life insurance
- 401(k) with competitive company match
- Flexible vacation policy and 11 paid holidays
- Remote-first culture
Company Overview