ACE Account Service Desk Specialist (Tier II – ASD)

Summary

Aretec, Inc. is a company specializing in advanced analytics and cybersecurity, seeking an ACE Account Service Desk Specialist (Tier II – ASD) to support their Automated Commercial Environment. This role involves providing Tier II support to a large external user community, focusing on trade facilitation and compliance operations, and requires strong customer service skills and knowledge of international trade operations.

Responsibilities

• Provide 24x7x365 Tier II support for the ACE Account Service Desk (ASD)
• Support 100,000+ active users across the Trade, PGA, and CBP communities
• Answer and respond to incoming calls and emails related to ACE technical questions and cargo processing system operations
• Deliver 24x7x365 bilingual (English/Spanish) support to the Trade user community
• Support ACE Portal account business processes, including user enrollment, account activation, and account management
• Maintain and update user‑facing documentation such as Welcome Letters and enrollment guidance
• Assist end users with ACE Portal functionality, including ACE Reports
• Resolve ≥90% of Tier II tickets in alignment with AQL targets
• Process ≥90% of tickets within 4 hours
• Achieve ≥90% quality scores on reviewed interactions
• Update ASD Standard Operating Procedures (SOPs) as requested
• Contribute to the TSD Knowledge Management System (KMS) by creating, updating, and reviewing knowledge articles
• Attend periodic ACE training sessions to maintain system and process proficiency
• Respond to urgent priority requests, including ACE Command Center / War Room activities
• Support OIT cybersecurity efforts, including timely inactivation or restoration of ACE Portal accounts as directed

Skills

• High school diploma or equivalent; Associate's degree preferred
• Minimum 2 years of experience in IT help desk or customer support roles
• Knowledge of trade compliance processes or support of web‑based portals. International trade operations, import/export compliance, or customs processes; ability to communicate fluently in trade industry terminology
• Strong customer service, communication, and documentation skills
• Bilingual (English/Spanish) required
• Ability to work rotating shifts, including nights, weekends, and holidays
• Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI)
• Experience supporting the Automated Commercial Environment (ACE)
• Knowledge of CBP trade facilitation and compliance processes, including familiarity with ACE's role in trade entry, cargo release, and PGA messaging
• Experience using the ServiceNow ITSM platform
• HDI Customer Service Representative or Support Center Analyst certification
• Prior CBP or DHS experience
• Knowledge of import/export trade processes, including entry types, harmonized tariff schedules, bonded operations, or PGA requirements
• Background in trade brokerage, freight forwarding, port operations, or a related trade industry role; candidates who have worked alongside licensed customs brokers, port directors, or trade compliance officers are strongly encouraged to apply

Qualifications

Must Haves

• High school diploma or equivalent; Associate's degree preferred
• Minimum 2 years of experience in IT help desk or customer support roles
• Knowledge of trade compliance processes or support of web‑based portals. International trade operations, import/export compliance, or customs processes; ability to communicate fluently in trade industry terminology
• Strong customer service, communication, and documentation skills
• Bilingual (English/Spanish) required
• Ability to work rotating shifts, including nights, weekends, and holidays
• Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI)

Nice to Haves

• Experience supporting the Automated Commercial Environment (ACE)
• Knowledge of CBP trade facilitation and compliance processes, including familiarity with ACE's role in trade entry, cargo release, and PGA messaging
• Experience using the ServiceNow ITSM platform
• HDI Customer Service Representative or Support Center Analyst certification
• Prior CBP or DHS experience
• Knowledge of import/export trade processes, including entry types, harmonized tariff schedules, bonded operations, or PGA requirements
• Background in trade brokerage, freight forwarding, port operations, or a related trade industry role; candidates who have worked alongside licensed customs brokers, port directors, or trade compliance officers are strongly encouraged to apply