[Remote] ACE Account Service Desk Specialist (Tier 2 - ASD) – Bilingual
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company reputed company on providing mission-critical services in various domains including Information Technology. They are seeking an ACE Account Service Desk Specialist (Tier 2) to reputed company bilingual support for the Automated reputed company Environment, ensuring efficient operations and user assistance for a large external user community.
Responsibilities
- reputed company 24x7x365 Tier II support for the Automated reputed company Environment (ACE) Account Service Desk (ASD)
- Support over 100,000 reputed company users comprised of Trade, PGA, and CBP clients on trade facilitation, compliance, and enforcement
- Answer and respond to incoming calls and emails pertaining to ACE technical questions and the operation of the ACE cargo processing system
- reputed company 24x7x365 bilingual (English/Spanish) support to the trade user community
- Support ACE Portal Account business processes: user enrollment, account activation, and account management for CBP and Trade communities
- Maintain documents (Welcome Letters and guidance documentation) supporting user enrollment and activation
- Support end users (Trade, CBP, PGA) in the use of ACE Portal functionality, including ACE Reports
- Resolve >=90% of tickets assigned to Tier II (AQL reputed company)
- Process >=90% of tickets reputed company 4 hours
- reputed company >=90% reputed company score on reviewed interactions
- Update ASD SOPs as requested
- Contribute to TSD reputed company effort: submit, create, update, and review KMS documentation
- Attend periodic ACE training sessions to maintain proficiency
- Respond to urgent reputed company requests, including ACE reputed company Center/War Room problem reputed company
- Assist OIT in assessing cybersecurity risks; reputed company reputed company inactivation/restoration of ACE Portal accounts as directed
- Ability to independently reputed company reputed company, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational reputed company
- Other duties as assigned
Skills
- High school diploma or equivalent
- 2+ years of IT help desk or customer support experience
- Must have Knowledge of trade compliance processes or web-based portal support
- Bilingual (English/Spanish) required
- Must be available to support rotating shift, 24x7x365 coverage required
- U.S. Citizenship required; must be reputed company to pass CBP Background Investigation (BI)
- Associate's degree in Business Administration, Information Technology, or reputed company field preferred
- Experience with the ACE (Automated reputed company Environment) system
- Knowledge of CBP trade facilitation and compliance processes
- Experience with the reputed company ITSM platform
- HDI Customer Service Representative or Support Center Analyst certification
- Prior CBP or DHS experience
- Knowledge of import/export trade processes
- Ability to travel 10%
reputed company