Remote Tier II ACE Account Desk Specialist

Chenega Agile Real Time Solutions, LLC; Orlando (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Chenega MIOS in Orlando, FL is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) to provide 24x7 Tier II support for the ACE environment and its user community. You will handle enrollment, activation, and account management for CBP and Trade users, with bilingual English/Spanish support to assist a large external user base.

The role requires 2+ years in IT Help Desk or customer support, ability to rotate shifts, and U.S. citizenship with CBP BI clearance.

Qualifications

• High school diploma or equivalent required.
• 2+ years IT Help Desk or customer support experience.
• Must be available to support rotating shift (24x7x365).
• U.S. Citizenship required; must pass CBP BI.

Responsibilities

• Provide 24x7x365 Tier II support for ACE ASD.
• Support 100k+ active users across Trade, PGAs, CBP.
• Answer calls and emails regarding ACE questions and ACE cargo processing.
• Bilingual English/Spanish support for trade users.
• Manage ACE Portal enrollment, activation, and accounts.
• Maintain enrollment/guidance documents for users.

Skills

ACE System

ServiceNow

Amazon Connect

Bilingual English/Spanish

Education

High school diploma or equivalent

Associate's degree (preferred)

Tools

ACE System

ServiceNow ITSM

Amazon Connect

Job description

Chenega MIOS in Orlando, FL is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) to provide 24x7 Tier II support for the ACE environment and its user community. You will handle enrollment, activation, and account management for CBP and Trade users, with bilingual English/Spanish support to assist a large external user base.

The role requires 2+ years in IT Help Desk or customer support, ability to rotate shifts, and U.S. citizenship with CBP BI clearance.