Operational Support Associate

This is a fully remote position, open to applicants in Arizona, +8 more states.

📋 Description

• Act as the primary support for inquiries related to public grant applications and the review process.

• Assess and address customer inquiries with professionalism, respect, and empathy.

• Document and monitor interactions and solutions using ServiceNow.

• Recognize and escalate tickets that need specialized assistance to Leads or members of the internal IT team.

• Adhere to established standard operating procedures for processing.

• Provide suitable pre-written responses and follow escalation protocols.

• Resolve tickets efficiently while adhering to program service level agreements (SLAs).

• Inform Leads and Managers about challenges related to ticket volume.

• Develop an understanding of grant programs, application procedures, online portals, and relevant policies.

• Recommend enhancements to knowledge-base materials and operational processes.

• Collaborate with Leads, Managers, and client teams to address systemic issues.

• Assist in generating weekly reports on inquiry subjects, types, and response times.

⛳️ Requirements

• 1–3 years of experience in a remote customer or client support role.

• Familiarity with ticketing systems like ServiceNow, Zendesk, or similar platforms.

• Strong written communication abilities.

• Capability to obtain Public Trust clearance with a federal government agency.

• Experience in federal, state, or local government contracting (preferred).

• Background in supporting higher education, educational grants, science, or technology-related sectors (preferred).

🏝️ Benefits

• Flexible part-time remote work opportunities.