Note: The job is a remote job and is open to candidates in USA. Chenega Corporation is a company focused on supporting large-scale government operations through advanced technology. They are seeking an ACE Account Service Desk Specialist (Tier 2 - ASD) Bilingual to provide Tier II support for the Automated Commercial Environment, assisting a large user community with trade facilitation and compliance operations.
Responsibilities
- Provide 24x7x365 Tier II support for the Automated Commercial Environment (ACE) Account Service Desk (ASD)
- Support over 100,000 active 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
- Provide 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 target)
- Process >=90% of tickets within 4 hours
- Achieve >=90% quality score on reviewed interactions
- Update ASD SOPs as requested
- Contribute to TSD Knowledge Management effort: submit, create, update, and review KMS documentation
- Attend periodic ACE training sessions to maintain proficiency
- Respond to urgent priority requests, including ACE Command Center/War Room problem resolution
- Assist OIT in assessing cybersecurity risks; perform timely inactivation/restoration of ACE Portal accounts as directed
- Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success
- 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 able to pass CBP Background Investigation (BI)
- Associate's degree in Business Administration, Information Technology, or related field preferred. Experience may be used in lieu of education
- Experience with the ACE (Automated Commercial Environment) system
- Knowledge of CBP trade facilitation and compliance processes
- Experience with the ServiceNow ITSM platform
- HDI Customer Service Representative or Support Center Analyst certification
- Prior CBP or DHS experience
- Knowledge of import/export trade processes
Benefits
- We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world.
- From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
- At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
- Our positive and supportive culture encourages our team members to do their best work every day.
- We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware.
- We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
Company Overview