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Job Title: Operations Center Help Desk Agent

Employment Type: Part-time, Non-exempt

Salary: $24.00-$26.00/hour

Are you an experienced customer support professional with a strong background in ServiceNow? Are you known for professional, efficient, and proactive resolution of customer concerns and inquiries? Do you thrive in fast-paced, high-volume, team-oriented email and call center environments? Montage Marketing Group wants you!

Montage is looking for part-time Operations Center Help Desk Agents to support a federal government contract. These support roles ensure timely, professional, and participant-focused responses to grant research fellowship stakeholders in a ticketing system environment.

This is a part-time, non-exempt position working a hybrid schedule at Montage's Rockville, MD office, and the employee's home office. The anticipated hourly rate for this role is $24.00-$26.00/hour. Remote positions may be available for candidates who reside in Arizona, Delaware, Florida, Georgia, Illinois, Indiana, Massachusetts, New York, North Carolina, South Carolina, Texas, or West Virginia.

About Montage Marketing Group

Montage Marketing Group is an award-winning marketing firm focused on making connections—and making a difference. Our people are innovators and co-creators, visionaries, and hard-working change makers. Our purpose is to make connections with people, to get them to stop and think, to feel and act. Proven experts in engagement, outreach, communication, event planning, and experiential design, we're a third party-certified woman business enterprise, and a member of the US Small Business Administration's 8(a) program.

About the Role

The Help Desk Agent is the first point of contact grant applicants, reviewers, and other parties engage with to resolve any application questions or concerns. This role reports to the Help Desk Manager and is responsible for facilitating efficient evaluation of customer inquiries, resolving any knowledge-related questions, and referring grant applicants to the IT service desk for any technical issues. Adhering to prescribed scripts, templates, and approved communication copy, Help Desk Agents deliver consistent, efficient responses in a production volume environment.

Qualifications

+ 1-3+ years of customer service experience in a call center, remote, or in-person environment.

+ 1+ years of experience using ServiceNow.

+ Experience with federal government contracts, grants, research, or higher education preferred.

+ U.S. Citizenship

+ Ability to obtain Public Trust

Responsibilities

Help Desk Service Delivery

+ 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.

Time Management

+ Demonstrates strong commitment to program SLAs by ensuring timely, high-quality resolution of tickets upon first contact.

+ Proactively communicates with Lead and Manager when ticketing volume challenges arise; takes personal ownership of efficient ticket resolution.

Knowledge Management

+ Continually builds knowledge and understanding of grant program and application process, leveraging all available resources to prioritize first contact resolution.

+ Identifies opportunities to improve existing knowledge base resources and communicates suggestions to Lead and Manager.

+ Stays informed about changes to grant programs, application portals, or policies to ensure accurate and up-to-date support.

Team Orientation

+ Remains open and responsive to feedback and coaching from peers, Lead, Manager, and client team.

+ Exercises a team-orientation to workload, proactively seeking out additional ticketing assignments to balance volume and ensure team achievement of SLAs.

+ Coordinates 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.

Knowledge, Skills, Abilities

+ Proficient in ServiceNow

+ Exceptional customer service skills.

+ Strong written and verbal communication skills are required.

+ Effective time management and multi-tasking skills.

+ Excellent problem-solving and troubleshooting skills.

+ Ability to learn new systems and processes quickly.

+ Commitment to following prescribed scripts, processes, and policies.

+ Basic understanding of data privacy regulations (PII, etc.)

+ Proficient competencies in Microsoft Office Suite.

Why Montage?

Because we're a caring team of collaborative creatives—people who care as deeply about each other as we do about our work. We know that true teamwork happens only when each person's voice is valued, each one's contribution is celebrated, and success is always shared. We encourage each team member to realize their full potential. And we invite people to make our agency their pathway to fulfillment.

•​​​​How to Apply

At Montage, we're passionate about putting our talents, knowledge, interests, and experience to work every day. We produce strong work because we put connection first. We want someone who also values connection, respect, and collaboration. Someone who understands a thriving work environment is built on more than any one production. Sound like you? Apply today.

Montage Marketing Group does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. Applicants must be authorized to work for any employer in the United States. Montage Marketing Group is unable to sponsor or take over sponsorship of an employment Visa at this time.

Montage Marketing Group is an E-Verify company and a Drug-Free Workplace.