Hybrid Brokerage Applications Support Specialist

Turtle Trax S.A.; Ciudad de México; Hybrid; MXN 210,000 - 300,000; Full time

Job summary

UPS in Mexico is seeking a Brokerage Applications Support Specialist to provide Level 1 and 2 support for customs brokerage apps, including Slamnet Parcel. You will serve as the primary contact for incidents, connectivity, and configuration questions and coordinate with operations, infrastructure, and vendors to resolve issues.

You will deliver remote and onsite assistance, document incidents, and support application validation during fixes and upgrades.

Qualifications

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

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 ITSM platforms.
• Escalate complex issues to appropriate support groups.
• Identify recurring issues and maintain troubleshooting documentation.
• Collect, document, and organize evidence for technical investigations.
• Participate in application validation related to fixes, patches, upgrades, and changes.
• Coordinate communication during critical incidents within the support window.

Skills

Customer service

Communication

Troubleshooting

Incident coordination

Education

Bachelor's degree in IT/CS

Tools

ITSM platforms

Slamnet

Windows OS

Remote support tools

Job description

UPS in Mexico is seeking a Brokerage Applications Support Specialist to provide Level 1 and 2 support for customs brokerage apps, including Slamnet Parcel. You will serve as the primary contact for incidents, connectivity, and configuration questions and coordinate with operations, infrastructure, and vendors to resolve issues.

You will deliver remote and onsite assistance, document incidents, and support application validation during fixes and upgrades.