Customer Service Representative

Job Title : Customer Support Representative (Hybrid) Location : 17440 North Dallas Parkway, Suite 108, Dallas, Texas 75287 Department : Client Services / Operations Employment Type : Full-Time Satcon is a premier IT consulting firm and software solutions provider based in Dallas, Texas. Recognized as an Inc. 5000 honoree, we specialize in helping global enterprises navigate digital transformation through high-end ERP applications, business intelligence, and cloud-based services. At Satcon, we believe that our technical expertise is only as good as the support we provide to our clients. We are expanding our Dallas-based team to include a dedicated Customer Service Representative who shares our commitment to excellence and professional integrity. The Role We are looking for a communicative and detail-oriented Customer Service Representative to serve as the primary link between Satcon and our valued client base. In this hybrid role, you will manage a variety of support tasks ranging from basic troubleshooting to coordinating with our senior technical consultants. This is not a "call center" environment; it is a professional services role requiring a high degree of critical thinking and polished communication. Primary Responsibilities Inquiry Resolution : Manage and prioritize incoming support requests via our official ticketing system, email, and scheduled phone consultations. Product Assistance : Provide functional guidance to users on our suite of ERP and BI solutions, ensuring they maximize the value of Satcon services. Technical Liaison : Document complex issues clearly and escalate them to our engineering or consulting teams when deeper technical intervention is required. Client Success Tracking : Proactively reach out to clients to ensure their support experience was satisfactory and to identify areas for service improvement. Data Management : Maintain meticulous records of client interactions and solutions within our CRM to assist in long-term account management. Knowledge Contribution : Assist in the creation of "Self-Service" documentation and internal FAQs to help streamline the support lifecycle. Candidate Requirements Experience : 1–3 years of experience in a customer-facing role, preferably within the technology, consulting, or professional services sectors. Communication : Good written and verbal English skills are mandatory. You must be able to draft professional emails and speak confidently with corporate stakeholders. Technical Aptitude : Ability to quickly learn new software interfaces. Previous experience with CRM tools (HubSpot, Zendesk, or similar) is highly advantageous. Reliability : As a hybrid employee, you must demonstrate strong time-management skills and the ability to work independently while remote. Education : A Bachelor’s degree is preferred, though equivalent professional experience will be considered. Compensation & Work Environment Base Salary : $49,500 – $61,500 per year (starting salary based on experience and certifications). Hybrid Schedule : 3 days on-site at our North Dallas Parkway office and 2 days remote. Benefits : Access to comprehensive health benefits, paid time off (PTO), and a collaborative environment focused on career growth within the IT industry. Satcon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.