AceInfo Solutions, Inc.

Call Center Rep II Pool

Regular Full-Time


Ace Info Solutions, Inc. (AceInfo) is a mid-size federal contracting firm with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, and employs over 550 professionals. We have a deep commitment to ensuring quality and customer satisfaction with a mature corporate infrastructure, strong management and quality practices. AceInfo is prime on 95% of our contracts, is headquartered in Reston VA, and has geographically dispersed office locations throughout the country, to include: Kearneysville, WV; Chesapeake, VA; Fort Collins, CO; Boulder, CO; Quantico, VA; Kansas City, MO; Bowie, MD; multiple Washington, DC Metropolitan locations, and project presence in 23 states in all time zones. We offer excellent benefits and salary packages including free medical/dental/life insurance premiums for staff members.



AceInfo is currently seeking multiply Call Center Rep to support our federal project, in Quantico, VA



Position Overview:


Ace Info Solutions provides IT support services to over 900 civilian employees and contractors at 70+ locations across the United States for a DoD customer. Under the Office of the Chief Information Officer we enable users to execute the mission of the agency by providing communications, networking, system support, and cyber security.



Position Description:


Under general supervision this position is responsible for performing call center services to customers. Tasks include answering phone calls, creating incident tickets, working incidents to resolution, user account management, and verifying information.



  • Receive and respond to phone calls or emails from customers about questions or issues with applications accounts
  • Receive and respond to phone calls or emails from customers about questions or issues with applications
  • Perform account management to include creating accounts, updating accounts, disabling accounts, and resetting accounts
  • Provide customers with information about the applications including availability and verifying application data
  • Assist users with using the applications
  • Collects information about incidents and problem to evaluate root causes. Reports information and make recommendations to the Service Desk Director, PM’s, and customers
  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
  • Responsible for opening, tracking and closing trouble tickets
  • Promotes end-user satisfaction
  • Requires strong communication and excellent customer service skills
  • Follows all processes, procedures, and guidelines to ensure repeatable customer experiences


  • Must have two (2) years of work experience
  • Must have two (2) years of call center experience
  • Must have an active, current Secret Clearance
  • Must have experience with communicating users
  • Experience and knowledge of call center ticket tracking management system


AceInfo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.


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