Customer Service Representative

Satcon; Dallas (TX); Hybrid; USD 49,500 - 61,500; Full time

Benefits offered by this job

Comprehensive health benefits

Paid time off (PTO)

Career growth opportunities

Job summary

An IT consulting firm based in Dallas is seeking a Customer Support Representative to manage client relations and support requests in a hybrid work environment. This role involves assisting clients with ERP and BI solutions, gathering feedback for service improvement, and documenting interactions in a CRM. Candidates should have 1-3 years of experience in a customer-facing role and strong communication skills. A Bachelor's degree is preferred, with a competitive salary and benefits offered.

Qualifications

• 1-3 years of experience in a customer-facing role, preferably in technology or consulting.
• Good written and verbal English skills to communicate effectively.
• Ability to quickly learn new software interfaces.

Responsibilities

• Manage and prioritize incoming support requests through ticketing, email, and phone.
• Provide guidance on ERP and BI solutions to maximize value for clients.
• Document complex issues and escalate to engineering or consulting teams.

Skills

Communication skills

Customer service orientation

Technical aptitude

Time management

Education

Bachelor’s degree

Tools

CRM tools (HubSpot, Zendesk)

Job description

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 escalated 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.