Provide 24x7x365 Tier II technical support for the ACE Account Service Desk, assisting over 100,000 users with account management and cargo processing. Responsibilities include resolving technical tickets, updating standard operating procedures, and supporting cybersecurity efforts for the ACE Portal.
Aretec Inc
9 Remote Job Openings at Aretec Inc
The Shift Supervisor provides real-time oversight of Tier 1 agents to ensure service level objectives and performance targets are met. They act as the primary liaison between frontline staff and leadership while managing incident escalations and agent coaching.
The Shift Supervisor provides real-time oversight of the ACE Account Service Desk, ensuring service levels and resolution targets are met. They also manage bilingual coverage, mentor agents, and report on performance metrics to stakeholders.
Provide 24x7x365 Tier II advanced technical support for complex IT incidents and service requests. Perform remote troubleshooting for mobile devices, email services, VPN access, and various hardware peripherals.
Provide 24x7x365 Tier II technical support for the ACE portal to a large user community including trade and government personnel. Manage user accounts, resolve technical tickets, and maintain documentation and knowledge articles to ensure system efficiency.
The Help Desk Specialist serves as the primary point of contact for CBP employees, providing first-level technical support for hardware, software, and network issues. They are responsible for logging incidents in ServiceNow, performing initial troubleshooting, and escalating complex issues to higher-tier support teams.
The Training Lead will design, develop, and deliver training programs for service desk personnel while ensuring alignment with CBP policies and SOPs. They are responsible for monitoring agent performance, tracking training completion, and updating documentation to support mission-critical operations.
The role serves as a 24x7x365 centralized point of contact for external customers, providing first-level technical and functional support for CBP systems. Responsibilities include responding to incidents via phone, chat, and email, while documenting all actions in ServiceNow.
The Quality Control Lead will develop and enforce quality control processes to ensure high-level service desk performance and customer satisfaction. They will monitor interactions, analyze performance trends, and drive continuous service improvement initiatives across the CBP Technology Service Desk.
