The Role
Remote US-based support role balancing inbound/outbound phone queues and ticket-based technical support. Troubleshoot proprietary dealership software, document and resolve issues, navigate accounts and billing, escalate when needed, meet KPI targets for case volume and quality, and complete special projects assigned by the Operations Support Manager.
Summary Generated by Built In
About DynatronDynatron 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 OpportunityWe'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
- 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
- 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
- Previous experience supporting software applications is a plus
- Automotive dealership or Fixed Operations experience is preferred but not required
- 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
- 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
- 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
- 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
Skills Required
- Remote US-based (must be located in the United States)
- KPI-driven mindset with ability to meet daily performance targets
- Proactive communication and collaboration using tools like Zoom and Slack
- Technical troubleshooting and first-line support experience
- Strong working knowledge of Windows and Microsoft Office
- Experience with CRM systems (SugarCRM) and documentation tools (Confluence)
- Ability to learn proprietary dealership software quickly (EBIS, ROAMS, TechCF)
- 1-2 years in a dealership service department or automotive industry
- Excellent documentation, organization, and process adherence
- Ability to handle high-frequency phone queues and ticketing workflows
- Billing and account navigation support experience
- Consultative customer support approach and ability to drive account usage growth
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The Company
What We Do
At Dynatron Software, we help automotive service departments increase revenue and profitability with our suite of automotive fixed operations data analytics software, comparative insights, and expert coaching. Chaired by industry luminary Les Silver, Dynatron Software has over 24+ years of experience building solutions focused on improving revenue and increasing profitability. Dynatron currently has 175 employees located across the United States! ➤Our Company Mission We strive to be a people-first company where employees enjoy coming to work, the people they work with, and are given the autonomy to succeed. Our company culture is built on a foundation of teamwork, accountability, integrity, clear communication, and positive attitudes. Our experienced executive team leads by example, creating a positive work environment where feedback is straightforward and your hard work is rewarded. This approach has led Dynatron to consistent and steady growth across multiple areas year over year.
