Tier 2 Technical (ACE) Help Desk

Tier II Help Desk (ACE) Support Specialist

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.

• 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.