ACE Account Service Desk Specialist
Overview
Join Our Talent Network Stay connected. Explore future opportunities. Engage on your terms. Our Talent Network is designed for professionals who want to stay informed about upcoming Chenega MIOS opportunities in government contracting—without committing to a formal job application. ACE Account Service Desk Specialist (Tier 2 - ASD) Orlando, FL (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, LLC is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) 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 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, 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