Customer Service Representative

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.