Operational Support Associate

Montage Marketing Group•Rockville, MD

6d•Remote

About The Position

Montage Marketing Group is seeking part-time Operational Support Desk Associates to support a federal government contract. These roles are responsible for ensuring timely, professional, and participant-focused responses to grant research fellowship stakeholders within a ticketing system environment. The position is remote and available to residents of Virginia, Maryland, Washington D.C., Arizona, Delaware, Florida, Georgia, Illinois, New York, North Carolina, Texas, or West Virginia. The anticipated hourly rate is $26.00. Montage Marketing Group is an award-winning marketing firm focused on making connections and making a difference, with expertise in engagement, outreach, communication, event planning, and experiential design. They are a third-party-certified woman business enterprise and a member of the US Small Business Administration’s 8(a) program.

Requirements

1-3 years of experience in a virtual customer or client support environment.
Experience utilizing ticketing systems such as ServiceNow, Zendesk, or similar.
Excellent written communication skills.
Ability to obtain Public Trust with a federal government agency.

Nice To Haves

Federal, state, or local government contracting experience.
Previous experience supporting higher education, educational grants, science, or technology-related fields.

Responsibilities

Serve as the first-line support for all public grant application and review process inquiries.
Demonstrate professional, respectful, and empathetic communication in evaluating and resolving customer inquiries.
Record and track all interactions and resolutions in ServiceNow for transparency, continuity, and reporting purposes.
Identify and escalate tickets that require specialized support to the appropriate Lead or internal IT team member, in alignment with established processes and policies.
Follow and comply with processing standard operating procedures.
Closely assess ticket inquiries, paying close attention to specific details to ensure the proper canned response is provided, or necessary escalation workflow is followed.
Demonstrate strong commitment to program SLAs by ensuring timely, high-quality resolution of tickets upon first contact.
Proactively communicate with Lead and Manager when ticketing volume challenges arise; take personal ownership of efficient ticket resolution.
Continually build knowledge and understanding of grant program and application process, leveraging all available resources to prioritize first contact resolution.
Identify opportunities to improve existing knowledge base resources, operational workflows, and communicate suggestions to Lead and Manager.
Stay informed about changes to grant programs, application portals, or policies to ensure accurate and up-to-date support.
Remain open and responsive to feedback and coaching from peers, Lead, Manager, and client team.
Exercise a team-orientation to workload, proactively seeking out additional ticketing assignments to balance volume and ensure team achievement of SLAs.
Coordinate with Lead, Manager, and internal client team to relay feedback and resolve systemic issues.
Support development of weekly reports outlining topics and types of inquiries, information, and timeliness of responses to the client.