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Summary ACE Account Service Desk Specialist (Tier 2 - ASD) - Bilingual Remote Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you!
Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Chronos Operations (CO) is a wholly-owned subsidiary of Chenega Corporation, an Alaska Native Corporation based in Anchorage, AK. Belonging to the Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU), Chronos has a culture rooted in integrity, respect, and exceptional performance.
Chronos is headquartered in Colorado Springs, CO, and provides mission-critical services in Advanced Analytics & AI, Software Engineering, Cybersecurity, Information Technology, and Intelligence. Chronos Operations, LLC is seeking an ACE Account Service Desk Specialist (Tier 2 - ASD) Bilingual to support the Automated Commercial Environment (ACE) Account Service Desk under the Customs and Border Protection (CBP) Technology Service Desk (TSD).
This role provides Tier II support to a large external user community, including Trade, Participating Government Agencies (PGAs), and CBP personnel, supporting trade facilitation, compliance, and enforcement 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. Qualifications
* 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).
Preferred Qualifications:
* 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 Service Now ITSM platform.
* HDI Customer Service Representative or Support Center Analyst certification.
* Prior CBP or DHS experience.
* Knowledge of import/export trade processes. Knowledge, Skills, and Abilities:
* Expertise in various tools like Microsoft Project, Service Now, and Amazon Connect.
* Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation.
* Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
* Ability to work with internal teams and other agencies to resolve cross-functional IT needs.
* Ability to support rotating shift, 24x7x365 coverage.
* Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
* Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
* Strong written and verbal communication skills for technical documentation and stakeholder coordination.
* Excellent communication, leadership, and project…
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