Payment Support Specialist

About the Role

Cargas is hiring a Payment Support Specialist to provide frontline support for Cargas Pay users. In this role, you'll serve as a key resource for merchants, helping troubleshoot payment, transaction, billing, account, and system issues throughout the payment lifecycle.

You'll support customers through phone, email, chat, and ticketing channels, document interactions and resolutions, and provide training and guidance on payment system usage. You'll also identify trends and unusual activity, collaborate with internal teams, and route or escalate requests to the appropriate partners when needed. By maintaining clear ownership and delivering timely, accurate, and friendly support, you'll help create a positive experience for Cargas Pay customers.

Key Responsibilities

• Manage the Cargas Pay support queue and respond to merchant inquiries by phone, email, chat, and Zendesk.
• Troubleshoot payment processing, transaction, and system issues. Resolve items within Support scope and escalate technical, compliance, or project-related issues to the appropriate owner when needed.
• Assist merchants with transaction support, billing inquiries, payment portal questions, and account-related support requests after implementation.
• Maintain accurate customer records, support notes, and follow-up activity, clearly documenting customer interactions and issue resolution.
• Identify unusual transaction activity or customer-reported concerns during support interactions and escalate potential fraud or compliance concerns to the Compliance owner.
• Resolve support tickets in the Cargas Pay Zendesk groups and provide clear ownership and follow-through on customer requests.
• Provide training and support documentation to merchants on payment system usage.
• Oversee system updates and billing processes, as applicable.
• Collaborate with Product and Engineering teams to identify and address recurring support concerns and trends.
• Conduct webinars and demonstrations for existing customers.
• Maintain a high level of customer satisfaction by delivering efficient, accurate, and friendly service.
• Support the Compliance and Project queues as needed and perform other duties as assigned.

Required Qualifications

• High school diploma or an equivalent combination of education and experience.
• 1+ year of industry experience in financial services, payment facilitation, or the fintech industry.
• Experience using customer support, ticketing, CRM, or payment operations tools to research issues, document activity, and support customers.
• Experience using project management tools.
• Ability to learn payment industry concepts and apply that knowledge when supporting customers.
• Strong written and verbal communication skills.
• Customer-focused and motivated to deliver timely, high-quality results.
• Strong attention to detail and accuracy.

Additional Experience We Value

• Bachelor's degree.
• Experience in the energy or fuel delivery industries.

Who We Are

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.

Culture, Values, & Work

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 and team and are designed to balance exceptional customer care with flexibility for personal needs. Our employee tenure exceeds industry benchmarks, and we've been recognized as a Best Place to Work in Pennsylvania for two decades.

Ownership & Benefits

Employees share in our success through employee ownership, profit sharing, and bonus programs, supported by a competitive total rewards package that includes comprehensive benefits and cost-saving programs focused on mental, physical, financial, and social well-being.

Equal Opportunity Statement

Cargas Systems is an Equal Opportunity Employer. We encourage all applicants who are excited about our company to apply, even if you don't meet every qualification; you may be a great fit for this role or another opportunity at Cargas!

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