What are the responsibilities and job description for the IAC Specialist position at Tuknik Government Services?
TGS
Job ID 2465161
KGS is seeking qualified candidates for our open positions, but we will only extend an offer of employment after a candidate applies through the link in our job posting. If you receive a job offer via email only and have not been interviewed by the KGS hiring manager, feel free to contact KGSrecruiting@koniag-gs.com to verify its validity.
IAC Specialist
Tuknik Government Services, a Koniag Government Services company, has an opportunity for professionals knowledgeable and proficient in a broad spectrum of Patent-related information attained at the United States Patent and Trademark Office (USPTO) to become part of the Inventors Assistance Center (IAC) team. These Specialists answer customer inquiries and provide patent assistance and information to the public. These are direct, part-time positions with our company working at the customer site in Alexandria, VA with telecommuting options following completion of IAC training.
Summary: Specialists provide telephonic contact center support to the general public who seek information regarding patent applications, patent examination policy, patent fees, patent forms, patent processes, petition information, post issuance information, rule interpretations and other topics related to the protection of Intellectual Property, both domestic and international.
Essential Duties and Job Functions:
- Answer customer calls and voicemails presented to the Inventors Assistance Center (IAC)
- Availability to work various shift lengths which occur between the hours of 8:30 AM and 8:00 PM, ET, Monday through Friday, except on Federal holidays
- Ability to work from an alternate work site (e.g., home or office) commensurate with general USPTO policies and OCIO Rules of the Road regarding equipment and security prerequisites
- Maintain availability to answer calls within 2-minutes of call arrival in queue, 90% of the time
- Maintain currency with USPTO rules, policies and procedures by reading USPTO emails, public notices and/or internal issued bulletins
- Provide one-stop service to callers that maintains a minimum 84% customer satisfaction rating for team performance
- Document all customer interactions (incoming and outgoing) via the USPTO CRM
- Transfer callers to other departments or parts of the Office as infrequently as possible
- Guide callers to the USPTO website and/or IAC landing page so they can achieve self-sufficiency with obtaining necessary forms, application types, fee schedules and other requested information
- When a caller has limited computer access, forms and certain documents in PDF format can be emailed to the customer if requested
- Direct callers to public Patent registered legal assistance services
- Suggest regional assistance via Patent & Trademark Resource Centers (PTRC) in each state
Accountable For:
- Paced and timely completion of all work
- Ability to work in a team environment (in the IAC Office and/or alternate work site)
- Adherence to contract requirements
- Remote communication with supervisory chain
- Adherence to government and company policies and procedures
- Knowledge of the MPEP (Manual of Patent Examining Procedure) as issued by the Department of Commerce, U. S. Patent and Trademark Office
- General knowledge of 35 U.S.C. (United States Code) in reference to Patent law
- Significant years of experience as a Primary Patent Examiner, Patent Expert or Supervisory Patent Examiner who provides working knowledge of the patent examination process, the application process, application rejection and other events that occur within the USPTO
- Effective communication skills and motivation to serve the general public with exceptional customer service at all times
Required
- At least 10 years of USPTO patent office experience as a Primary Patent Examiner or above
- Experience showing good customer communication and interpersonal skills
- High motivation to serve the public with exceptional customer service
- Computer knowledge and ability to use various desktop applications specific to the USPTO
- Computer knowledge of various public applications which serve the USPTO customers
- Verbally capable of clearly explaining various aspects of: patent versus trademark versus copyright; technical and Intellectual Property terms, forms, applications, petitions, assignees, inventors, inventor partners, first to file, provisional versus non-provisional, declarations, specifications, claims and drawings and other related aspects of the patent process
Preferred
- Retirement date after final implementation of the Leahy-Smith America Invents Act (AIA) or significant AIA experience after retirement
- Registered Patent Agent (permits qualified search of application for the applicant/inventor(s) before the USPTO)
- Registered Patent Attorney (permits prosecution of application for the applicant/inventor(s) before the USPTO)
- Patent prosecuting experience outside of the USPTO as a public Patent Agent or Patent Attorney
Working Environment & Conditions:
This position is primarily achieved through telecommuting, indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations. This contact information is used for accommodation requests only and cannot be used to inquire on a status of your application.
About Our Company:
Tuknik Government Services (TGS) is an 8(a) certified company providing leading edge information technology solutions and professional services to Government clients. Our approach is to provide experienced and talented teams that utilize industry best practices to support our clients in identifying and implementing “world class” solutions for their vital program requirements. TGS optimizes performance by using the latest in cutting edge technologies to build and deliver solutions. TGS helps clients meet their performance objective by delivering a vast array of services ranging from large and complex IT and business services to highly specialized work place systems. We focus on performance improvement as well as the processes, leadership and behavior dynamics that underpin the achievement that supports business success.
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