Tier 2, Technical; ACE Help Desk

Provide 24/7/365 Tier II technical support and customer service for a large-scale enterprise portal and account management environment. Support a diverse user base of more than 100,000 active users by resolving technical issues, managing user accounts, and ensuring a high-quality customer experience.

Provide Tier II technical support to end users via phone, email, and support ticketing systems.

Troubleshoot and resolve technical issues related to portal access, account management, and system functionality.

Deliver bilingual customer support (English/Spanish) in a 24/7/365 operational environment.

Manage user enrollment, account activation, access requests, and account maintenance processes.

Create, maintain, and update user communications, onboarding materials, and support documentation.

Assist users with portal functionality, reporting tools, and self-service features.

Resolve support tickets within established service-level agreements (SLAs) and quality standards.

Maintain high levels of customer satisfaction through effective communication and timely issue resolution.

Update and maintain Standard Operating Procedures (SOPs) and support process documentation.

Contribute to knowledge management initiatives by creating, reviewing, and updating knowledge base articles.

Participate in ongoing training and professional development activities to maintain technical proficiency.

Respond to critical incidents and high-priority support requests as needed.

Support security and access management processes, including account activation, deactivation, and restoration activities.

Collaborate with internal teams to identify, troubleshoot, and resolve system issues.

Minimum of two years of experience in an IT help desk, technical support, service desk, or customer support role.

Experience supporting web-based applications, portals, or enterprise systems.

Strong customer service, communication, troubleshooting, and documentation skills.

Fluency in both English and Spanish is an asset.

Ability to work rotating shifts, including evenings, weekends, and holidays.

Ability to pass required background screening.

Experience supporting enterprise applications, customer portals, or account management systems.

Experience using Service Now or similar IT Service Management (ITSM) platforms.

HDI Customer Service Representative (CSR), Support Center Analyst (SCA), or comparable certification.

Knowledge of identity and access management processes.

Understanding of import/export operations, international trade processes, and related business workflows.

Experience working in a high-volume customer support environment with established performance metrics and service-level agreements.