Customer Support Consultant

Cargas is hiring a Customer Support Consultant to support our Cargas Energy customers. In this role, you'll serve as a frontline resource for drivers, technicians, and office users, helping to troubleshoot issues and keep critical operations running smoothly.

You'll provide support through phone, email, and ticket channels, deliver user education, and document solutions using Knowledge-Centered Service (KCS) practices. You'll collaborate closely with teammates and escalete issues when needed, all while building foundational expertise in customer support and the Cargas Energy platform.

Work Schedule:
During onboarding, this role typically follows a schedule of 8:00 am to 5:00 pm Eastern Time. Following the onboarding period, team members transition into their regular support schedules, which generally provide coverage between 10:00 am and 7:00 pm Eastern Time.

• Provide frontline support by phone, email, and tickets for drivers, technicians, and office users. Resolve basic to moderately complex issues while meeting first-reply and resolution time targets.

• Provide clear, accurate user guidance in all customer interactions, using our playbooks and standard operating procedures.

• Use critical thinking to triage issues and work toward first-contact resolution, helping reduce unnecessary handoffs and channel switching.

• Complete thorough ticket triage and documentation, including steps taken, evidence, and logs or screenshots. Assign each ticket to the right queue and follow the defined escalation path when needed.

• Practice KCS in every interaction by finding and using existing articles, sharing feedback, and strengthening your individual KCS engagement.

• Keep case notes and customer updates accurate and timely. Clearly summarize the impact, decisions, and next steps in each record.

• Support field staff in real time to help restore system uptime, including driver and technician assistance and operational workarounds.

• Collaborate with teammates through chat, huddles, and swarms, and provide clear handoffs when shifts or required skills change.

• Look for recurring customer issues and friction points, and flag patterns that may call for article updates or further investigation.

• Keep your personal backlog aligned with SLAs, and communicate status and progress clearly to customers and internal stakeholders.

• Associate's degree or equivalent experience.
• 1+ years of experience in a business setting.
• Ability to learn Cargas products, remote support software, and ticketing systems.
• Strong conflict resolution, listening, and communication skills.

• Experience with Zendesk or similar ticketing systems.
• Software support experience.
• Experience with in the energy or fuel delivery industries.

Cargas is an employee-owned software and consulting company where people do meaningful work and share in the success they help create. There's no one-size-fits-all career path here. You'll have the tools, support, and flexibility to explore opportunities, build your skills, and grow in ways that are meaningful to you while contributing to the success of the company. Built on trust and transparency, we practice open-book management, giving employees visibility into company performance so they're informed, accountable, and connected to our collective goals.

Headquartered in Lancaster, Pennsylvania, we’re committed to sustainable growth for both our business and our people.

Our core values—employee ownership, teamwork, and customer care—guide how we work and support one another. We collaborate across teams, welcome diverse ideas, and foster an environment where people feel empowered to contribute. Work arrangements vary by role…