[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 military, intelligence, and operations support company seeking an ACE Account Service Desk Specialist (Tier 2 - ASD) Bilingual to support the Automated reputed company Environment (ACE) Account Service Desk. The role involves providing Tier II support to a large user community, focusing on trade facilitation, compliance, and enforcement operations.
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 may be used in lieu of education
- 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
Benefits
- Telecommute: reputed company
- Regular Full-Time
- reputed company development is embedded in your employer’s core culture
- Opportunities to help sharpen skills in reputed company to hands-on experience
- On-the-job learning experiences to formal development programs
- reputed company-being programs
- Flexibility to reputed company daily choices that can help them be healthy, centered, confident, and aware
- Ability to work nights, weekends, and holidays as required
- Ability to travel 10%
reputed company