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.

Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, * High school diploma or equivalent required; Associate degree preferred.

• 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 ServiceNow 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.

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