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 proprietary analytics, automation, 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 Opportunity
The remote, US based Product Associate acts in a blended support role, balancing inbound/outbound phone queues with ticket-based technical support. This position requires candidates who are comfortable transitioning rapidly between live, client-facing phone calls and deep-dive technical troubleshooting. You will directly support, maintain, and develop accounts within a fast-paced, KPI-driven environment.
What You’ll Do
- 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
- Achieve 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
- Support problem-solving and escalations; 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
Qualified Candidates Need
- 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: 1–2 years in a dealership service department or automotive industry (preferred). 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
Why Dynatron
- Own and shape the data and AI foundation of a rapidly growing SaaS platform — with direct influence over the intelligent products and outcomes delivered to thousands of dealerships
- Highly visible, strategic role with influence across Product, Engineering, Data, GTM, and Leadership teams
- Values-driven culture focused on accountability, urgency, and delivering measurable results
- Remote-first environment offering flexibility, autonomy, and trust
Compensation & Benefits
- Competitive contract rate: $18-21/hr
- 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