Brokerage Apps Support Specialist — Hybrid IT

Turtle Trax S.A.; Región Centro; Hybrid; MXN 270,000 - 390,000; Full time

Job summary

UPS Mexico is seeking a Brokerage Applications Support Specialist to provide Level 1 and 2 support for customs brokerage applications such as Slamnet. You will serve as the primary contact for incidents, connectivity issues, configuration problems, and user inquiries, while coordinating with operations, DBAs, and vendors to resolve problems.

The role requires strong customer service, knowledge of customs brokerage processes, and documentation of incidents and resolutions.

Qualifications

• Bachelor’s degree or technical qualification in Information Technology, Computer Science, Information Systems, or a related field.
• English proficiency at B1–B2 level, with conversational skills for international coordination.
• Experience supporting business-critical applications.
• Experience with remote and telephone-based support.
• Familiarity with incident management and troubleshooting processes.
• Experience with ticketing or ITSM platforms.

Responsibilities

• Provide Level 1 and Level 2 support for brokerage and customs processing applications.
• Deliver remote, telephone, and scheduled onsite support.
• Register, manage, and follow up on incidents and service requests in ITSM.
• Escalate complex issues to appropriate support groups.
• Document incidents, evidence, and resolutions for knowledge bases.
• Coordinate incident resolution and validation during fixes, patches, and upgrades.

Skills

Customer service

Communication

Analytical thinking

Problem solving

Teamwork

Adaptability

Education

Bachelor’s degree or technical IT qualification

Tools

Windows OS

Microsoft Office

Remote support tools

ITSM platforms

Job description

UPS Mexico is seeking a Brokerage Applications Support Specialist to provide Level 1 and 2 support for customs brokerage applications such as Slamnet. You will serve as the primary contact for incidents, connectivity issues, configuration problems, and user inquiries, while coordinating with operations, DBAs, and vendors to resolve problems.

The role requires strong customer service, knowledge of customs brokerage processes, and documentation of incidents and resolutions.