AceInfo Solutions, Inc.

  • Customer Service Representative

    Job Location
    US-CO-Fort Collins
    Type
    Regular Full-Time
    Clearance
    Ability to successful pass a Background Investigation by the Federal Government
  • Overview

    Ace Info Solutions, Inc. (AceInfo) is a leading Federal contractor with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, we are deeply committed to ensuring quality and customer satisfaction. We have a mature corporate infrastructure, strong management, and quality practices. AceInfo is a trusted IT partner to the Federal Government, and we help various agencies transform and strengthen their processes, operations, infrastructures, and security practices to help them further their critical missions.


    For over 15 years, we have successfully managed large and significant Federal programs. We have proven experience prioritizing client satisfaction, project quality, and providing innovative, cost-effective solutions to Federal clients.


    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. We offer relocation assistance for internal employees and external candidates, within 50 miles (minimum) of work location. We do not offer assistance for relocation and housing for internship positions.


     


    AceInfo is currently seeking a Customer Service Representative to support our federal project, in Fort Collins, CO.

    Responsibilities


    • Build strong customer relationships

    • Advocate for, track, and assist in prioritization of workflow bugs and enhancements

    • Address administrator and end-user requests and issues

    • Critically analyze and triage incidents and problems

    • Provide clear and timely resolutions to the customer

    • Enable Platform Administrators and key users on workflows

    • Oversee/handle cases submitted by the Platform Administrator

    • Participate in regular status calls and quarterly business reviews

    • Provide weekly formal updates

    • Manage the relationship and overall engagement with day-to-day client contacts

    • Work with Tier 1 and 2 support to ensure cases are submitted, tracked and resolved in a timely fashion

    • Assist in analytics/reporting regarding the utilization and effectiveness

    • Manage the execution of on-going project based activities post-implementation

    • Address administrator and end-user requests and issues

    • Update knowledge base to ensure procedures and known fixes are current

    • Ensure service level agreements (SLAs) are met

    • Gather and supply feedback from customers in a useable format to product teams

    Qualifications


    • Knowledge or experience with IT system administration in a government environment.

    • Experience working with or as a service/help desk engineer in large organizations

    • General understanding of web technologies

    • General understanding of networking, monitoring and system health

    • Customer service oriented

    • Strong interpersonal skills, works collaboratively and builds relationships with all customers and internal teams

    • Experience building and managing dashboards for an operational command center, a plus

    • Must be able to manage work across multiple projects, concurrently

    • Excellent communication skills

    • Track record of working across multiple teams to resolve issues

    • Able to prioritize work to meet deadlines

    • Adaptable, dependable and independent

    • Highly organized and flexible with demonstrated ability to work independently, manage multiple tasks across concurrent projects, and meet deadlines.

    • Strong oral and written communication skills with the ability to create concise technical documentation and to communicate effectively to all levels of the organization

    • Excellent analytical prowess with the ability to use technology tools available and make decisions when faced with problems that do not have a clear solution or outcome

    • Cooperative team player on a diverse work team

    • Strong skills with MS PowerPoint, MS Word, and MS Excel


    Educational Qualifications


     



    • Bachelor’s Degree or equivalent experience required

    • 3 years relevant work experience


     


     


    Additional Information:




    • Ability to attain Federal Government Position of Trust




     


    Ace Info Solutions is an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. 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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