Client Services | Operations Support Associate

Location: Remote (US-Based)
 

About Dynatron

Dynatron is transforming the automotive service industry with intelligent SaaS solutions that deliver measurable results for thousands of dealership service departments. Our proprietary analytics, automation capabilities, and AI-powered workflows empower service leaders to increase profitability, elevate customer satisfaction, and operate with greater efficiency. With accelerating demand and a rapidly expanding product ecosystem, we’re scaling fast, and we’re just getting started.

The Operations Support Associate will work with automotive dealership Service Managers and other dealership personnel via phone and email on our proprietary reporting software, SugarCRM. This position will directly support, maintain, and develop accounts with high accuracy and timeliness to ensure Dynatron’s products and services help Dynatron achieve its mission.

• Complete cases accurately, with clear communication, within the designated KPI time goals
• Review and escalate issues with the correct supporting information
• Complete assigned maintenance projects
• Assist with completing projects by the given deadline as assigned by a Level 3 team member
• Daily unassigned op code assignment

Qualified Candidates Need:

• Professional verbal and written communication skills, the ability to type 30 wpm and be well organized
• Strong working knowledge of Microsoft Windows and Microsoft Office applications with the ability to learn new software applications quickly and be comfortable working on diverse types of computer programs
• 1-2 years dealership service department experience or automotive industry experience preferred, but not required
• Ability to multi-task with detail and goal-oriented work methodology
• Analytical skills with knowledge of measurement processes
• Ability to work independently and manage multiple tasks accurately in a fast-paced environment with minimal supervision
• Strong customer service, verbal and written communication, and interpersonal skills
• Ability to adapt to each individual call and handle customer calls efficiently and effectively

How you will help:

• Develop in-depth understanding of the software products to understand their capabilities, features, and benefits to be able to support the technical needs and set proper expectations of the customers’ requests
• Complete assigned tasks generated from Internal and External Customers with incoming requests, through phone, email, and SugarCRM, within specified goal times. 
• Complete all requests with high accuracy by gathering enough information using consultative questions to understand the requestors request.
• Maintain effective task notes through excellent documentation and organization; executing all required/appropriate actions for requests to ensure they are completed in a timely manner.
• Be first line of investigation for issues; document, research and resolve issues using all resources, or re-assign to appropriate person and follow up until resolved
• Actively work to increase usage for all existing customers
• Follow processes and instructions given verbally or through documentation
• Other duties and special projects assigned or approved by Operations Support Manager

• Comprehensive health, vision, and dental insurance
• Employer-paid disability and life insurance
• 401(k) with competitive company match
• Flexible vacation policy and 9 paid holidays
• Remote-first culture

Compensation

• Full-time pay between $18 - $21/hr