Energy Platform Support Specialist

Car Gas Inc; Pennsylvania; On-site; USD 42,000 - 64,000; Full time

Job summary

Cargas Systems in Lancaster, Pennsylvania, is hiring a Customer Support Consultant to assist Cargas Energy customers via phone, email and tickets. You’ll troubleshoot issues, deliver user education, and document solutions using Knowledge-Centered Service practices.

Onboarding schedule runs 8:00 am–5:00 pm ET; after onboarding, schedules typically cover 10:00 am–7:00 pm ET. You’ll triage issues, follow playbooks, and ensure first-contact resolution while maintaining SLAs and detailed case notes.

Qualifications

• 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.

Responsibilities

• 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 using playbooks and SOPs.
• Triage issues to work toward first-contact resolution while reducing handoffs.
• Document tickets with steps taken, evidence, and logs; follow escalation paths.
• Apply KCS practices by using existing articles and contributing feedback.
• Keep case notes and updates accurate and timely with clear summaries of impact and next steps.
• Support field staff to restore system uptime and provide real-time assistance and workarounds.
• Collaborate with teammates via chat, huddles, and swarms; handoff when needed.
• Identify recurring issues and suggest article updates or investigations.
• Maintain backlog aligned with SLAs and communicate progress to customers and stakeholders.

Skills

Communication

Active listening

Conflict resolution

Education

Associate's degree or equivalent experience

Tools

Zendesk

Job description

Cargas Systems in Lancaster, Pennsylvania, is hiring a Customer Support Consultant to assist Cargas Energy customers via phone, email and tickets. You’ll troubleshoot issues, deliver user education, and document solutions using Knowledge-Centered Service practices.

Onboarding schedule runs 8:00 am–5:00 pm ET; after onboarding, schedules typically cover 10:00 am–7:00 pm ET. You’ll triage issues, follow playbooks, and ensure first-contact resolution while maintaining SLAs and detailed case notes.