Support Operations Associate

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

This role is high-energy and structured. You will balance incoming phone queues (which fluctuate in volume) with ticket-based support. A successful day involves rapid context-switching—jumping from a phone call with a dealership manager to deep-dive troubleshooting in our proprietary software, and back again.

Essential Duties and Responsibilities:

• Technical Support: 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
• Volume & Workflow: Complete assigned tasks generated from Internal and External Customers (phone, email, and SugarCRM) against specific performance baselines
• Accuracy: Complete all requests with high accuracy by gathering enough information using consultative questions to understand the requester’s needs
• Documentation: Maintain effective task notes through excellent documentation and organization; execute all required actions to ensure requests are completed in a timely manner
• Billing & Account Navigation: Support clients with product navigation, account changes, and invoice clarity
• Problem-Solving & Escalation: 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
• Special Projects: Complete assigned maintenance projects and special duties as directed by the Operations Support Manager

• 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

• 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

• 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

Join us to build customer-centered products that turn insight into action, align teams around clear outcomes, and drive Dynatron’s next phase of growth.