Frontline Energy Support Specialist

Cargas Systems; Pennsylvania; On-site; USD 42,000 - 54,000; Full time

Job summary

Cargas Systems is hiring a Customer Support Consultant to support our Cargas Energy customers. You’ll serve as a frontline resource for drivers, technicians, and office users, troubleshooting issues and keeping critical operations running smoothly.

You’ll handle phone, email, and ticket support, deliver user education, and document solutions using KCS practices. Join a team focused on reliability, proactive learning, and continuous improvement.

Qualifications

• Associate's degree or equivalent experience is required.
• 1+ years of business setting experience is required.
• 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, aim for first-contact resolution, reduce handoffs and channel switching.
• Document steps, evidence, logs, and screenshots; assign tickets to the right queue and escalate as needed.
• Practice KCS in every interaction by using existing articles and feedback.
• Keep case notes and updates accurate, outlining impact, decisions, and next steps.
• Support field staff in real time to restore uptime, including driver/technician assistance.
• Collaborate with teammates via chat, huddles, and swarms; handoffs when shifts/skills change.
• Identify recurring issues and flag patterns for article updates or further investigation.
• Keep backlog aligned with SLAs and communicate status to customers and stakeholders.

Skills

Communication skills

Conflict resolution

Active listening

Team collaboration

Education

Associate's degree or equivalent experience

Tools

Zendesk

Job description

Cargas Systems is hiring a Customer Support Consultant to support our Cargas Energy customers. You’ll serve as a frontline resource for drivers, technicians, and office users, troubleshooting issues and keeping critical operations running smoothly.

You’ll handle phone, email, and ticket support, deliver user education, and document solutions using KCS practices. Join a team focused on reliability, proactive learning, and continuous improvement.