Tier II ACE Account Service Desk (ASD) Agent

This role is for Tier II ACE Account Service Desk (ASD) agents at A3T. Agents provide specialized customer and technical support for the agency's ACE Secure Data Portal, assisting trade users, agencies, and PGAs with account setup, access management, and portal functionality. This role requires technical troubleshooting, account management, and customer education, focusing on compliance and ensuring international trade operations.

Requirements

• Provide Tier II support for the ACE Secure Data Portal.
• Assist with account setup, enrollment, and activation.
• Respond to technical questions on ACE functionality.
• Conduct portal validation checks.
• Maintain user-facing guidance and update SOPs.
• Document incidents and escalate issues.
• Participate in major incident handling.
• Contribute to the KMS.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Holidays
• Paid Time Off
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement