Support Operations Associate
New
D
DynatronAutomotive SaaS
United StatesFull-TimeMiddle
Salary$18-21/hr
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Job Details
- Required Skills
- Data AnalysisMicrosoft OfficeCustomer support
Requirements
- Demonstrated ability to investigate problems methodically and determine root causes.
- 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.
- 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.
- Excellent verbal and written communication skills.
- Professional, calm demeanor under pressure.
Responsibilities
- 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 and recognize when escalation is appropriate.
- Navigate multiple internal tools and knowledge resources to identify solutions.
- Document troubleshooting steps clearly to ensure cases are understood by others.
- Balance incoming calls, support cases, and assigned projects while meeting established service levels.
- Maintain accurate documentation and detailed case notes.
- Contribute to continuous improvement of support processes and documentation.
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