Remote Grants Transactions Associate | Client Support

LCG; United States; Remote; USD 29,000 - 33,000; Full time

Job summary

LCG is seeking a Grants Transactions Processing Assistant, Associate to help deliver high-quality customer service and operational support for grant programs. The role involves handling inquiries across phone, email, and live chat, using approved resources to provide accurate information, and contributing to process improvements within a remote, full-time setting.

Requirements include education and 2–4 years in customer service or helpdesk, strong communication skills, and familiarity with

Qualifications

• Diploma or equivalent; Bachelor’s degree preferred.
• 2–4 years of customer service or helpdesk experience.
• Strong verbal and written communication skills.
• Experience with helpdesk software, ticketing systems, CRM platforms.
• Working knowledge of IT support principles and troubleshooting methodologies.
• Ability to interpret and apply policies, procedures, and approved documentation accurately.
• Strong analytical, problem-solving, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Able to work independently and as part of a team.

Responsibilities

• Respond to customer inquiries regarding grant programs, model and program policies, technical issues, and operational procedures.
• Use approved scripts, FAQs, User Guides, Knowledgebase Articles, and other authorized resources to provide accurate information.
• Research and resolve moderately complex customer inquiries while following policies and procedures.
• Support customer interactions through phone, email, and live chat with professionalism and quality service.
• Document customer interactions, resolutions, and follow-up actions in designated systems.
• Update and maintain customer records and case information after each interaction.
• Identify trends in customer issues and suggest process improvements or updated documentation.
• Escalate unresolved or complex inquiries to the appropriate team or management.
• Assist with onboarding and guidance of junior staff by sharing knowledge and best practices.
• Stay informed on updates to program policies, procedures, systems, and knowledge base content.
• Participate in team meetings, training, and quality assurance activities.
• Troubleshoot and resolve basic to intermediate technical issues reported by customers.
• Provide step-by-step guidance to customers to resolve technical and operational concerns.
• Coordinate with technical support teams to resolve escalated issues in a timely manner.
• Ensure compliance with customer service metrics, SLAs, and organizational standards.

Skills

Verbal communication

Written communication

Helpdesk tools

IT troubleshooting

Multitasking

Education

Bachelor's degree preferred

Tools

Helpdesk software

Ticketing systems

CRM platforms

Job description

LCG is seeking a Grants Transactions Processing Assistant, Associate to help deliver high-quality customer service and operational support for grant programs. The role involves handling inquiries across phone, email, and live chat, using approved resources to provide accurate information, and contributing to process improvements within a remote, full-time setting.

Requirements include education and 2–4 years in customer service or helpdesk, strong communication skills, and familiarity with