IAC Specialist

IAC SpecialistKoniag Professional Services LLC aKoniag Government Servicescompany 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 initially working at the customer site in Alexandria VA with telecommuting options following completion of IAC : Specialists provide telephonic contact center support to the general public who seek non-legal 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 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 9:00 AM and 6:00 PM ET Monday through Friday except on Federal holidaysAbility 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 prerequisitesMaintain availability to answer calls within 2-minutes of call arrival in queue 90% of the timeMaintain currency with USPTO rules policies and procedures by reading USPTO emails public notices and/or internal issued bulletinsProvide one-stop service to callers that maintains a minimum 84% customer satisfaction rating for team performanceDocument all customer interactions (incoming and outgoing) via the USPTO CRM (Salesforce)Transfer callers to other departments or parts of the Office as infrequently as possibleGuide 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 informationWhen a caller has limited computer access forms and certain documents in PDF format can be emailed to the customer if requestedDirect callers to public Patent registered legal assistance servicesSuggest regional assistance via Patent & Trademark Resource Centers (PTRC) in each stateAccountable For:Paced and timely completion of all workAbility to work in a team environment (in the IAC Office and/or alternate work site)Adherence to contract requirementsRemote communication with supervisory chainAdherence to government and company policies and proceduresKnowledge of the MPEP (Manual of Patent Examining Procedure) as issued by the Department of Commerce U. S. Patent and Trademark OfficeGeneral knowledge of 35 U.S.C. (United States Code) in reference to Patent lawSignificant years of experience as a Primary Patent Examiner with signature authority 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 USPTOEffective communication skills and motivation to serve the general public with exceptional customer service at all timesRequiredRetired federal employee of the USPTO patent office with experience as a Primary Patent Examiner with signature authority or aboveExperience showing good customer communication and interpersonal skillsHigh motivation to serve the public with exceptional customer serviceComputer knowledge and ability to use various desktop applications specific to the USPTOComputer knowledge of various public applications which serve the USPTO customersVerbally capable of clearly explaining various aspects of: patent versus trademark versus copyright; technical and Intellectual Property terms forms applications petitions assignees inventors inventor partners fees provisional versus non-provisional design versus utility patents declarations specifications claims and drawings and other related aspects of the patent processPreferredRetirement date after final implementation of the Leahy-Smith America Invents Act (AIA)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 AttorneyOur Equal Employment Opportunity PolicyThe 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 company is dedicated to seeking all qualified applicants. If you require accommodation to navigate or to apply for a position on our website please contact Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352