Brokerage Applications Support Specialist | Hybrid in GDL

GSB; Región Centro; Híbrido; MXN 660 000 - 791 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Excellent benefits package

Resumo da oferta

GSB seeks a Brokerage Applications Support Specialist to deliver remote, phone, and weekly onsite application support at Guadalajara International Airport. You will troubleshoot incidents, manage tickets in ITSM, and escalate complex issues while coordinating communications during critical events.

The role requires 1–3 years in support, familiarity with incident management, and an English level of B1–B2. Hybrid work with weekly onsite attendance is required.

Qualificações

• 1–3 years of experience in Help Desk, Service Desk, Technical Support, or Application Support.
• Experience providing remote and telephone-based support.
• Familiarity with incident management and troubleshooting processes.
• Experience with ticketing or ITSM platforms preferred.

Responsabilidades

• Deliver remote, telephone, and scheduled onsite application support.
• Troubleshoot incidents involving applications, system access, and connectivity.
• Register, manage, and follow up on incidents and service requests through ITSM platforms.
• Escalate complex issues to appropriate support groups.
• Identify recurring issues and maintain troubleshooting logs and knowledge articles.
• Collect and organize evidence for technical investigations.
• Participate in validation related to fixes, patches, upgrades, and changes.
• Coordinate communication during critical incidents within the support window.

Conhecimentos

Help Desk

Technical Support

Remote Support

Incident Management

Formação académica

Bachelor’s degree or technical qualification in IT/CS/IS

Ferramentas

ITSM platforms

Ticketing systems

Remote support tools

Windows & Office

Descrição da oferta de emprego

A leading and growing company in Latin America is seeking:

Brokerage Applications Support Specialist

Key Responsibilities

• Deliver remote, telephone, and scheduled onsite application support.
• Troubleshoot incidents involving applications, system access, and connectivity.
• Register, manage, and follow up on incidents and service requests through approved ITSM platforms.
• Escalate complex technical or functional issues to appropriate support groups.
• Identify recurring issues and operational risks, and maintain troubleshooting documentation, logs, and knowledge articles.
• Collect, document, and organize evidence for technical investigations.
• Participate in application validation related to fixes, patches, upgrades, and approved changes.
• Coordinate communication during critical incidents within the established support window.

Required Experience

• 1–3 years of experience in Help Desk, Service Desk, Technical Support, or Application Support.
• Experience providing remote and telephone-based support.
• Familiarity with incident management and troubleshooting processes.
• Experience with ticketing or ITSM platforms preferred.
• Experience supporting business-critical applications desirable.

Technical Knowledge

• Customs entry processing applications, preferably Slamnet.
• Windows operating systems; Microsoft Office; remote support tools.
• Incident management and troubleshooting methodologies.
• Enterprise brokerage applications and supporting technologies.
• Basic understanding of application connectivity, system access, and infrastructure-related incidents.

Business Knowledge

• Basic understanding of international trade.
• Familiarity with customs brokerage, import/export processes, and customs entry processing workflows.
• Knowledge of logistics and supply chain operations preferred.

Position Requirements

• Bachelor’s degree or technical qualification in Information Technology, Computer Science, Information Systems, or a related field.
• English proficiency at B1–B2 level (CEFR), with conversational skills sufficient to communicate with international teams, participate in support calls, and coordinate incident resolution in English.
• Ability to work an assigned staggered schedule within the established support coverage window.
• Ability to attend the designated airport operations office onsite once per week.

• Advanced conversational English (will be assessed during the interview process).
• Work arrangement: Hybrid — mandatory onsite attendance once weekly.
• Location: Guadalajara International Airport.
• Salary: MXN $65,000 gross per month.
• Benefits: Excellent benefits package, including benefits above the statutory minimum.