BROKERAGE APPLICATION SUPPORT
- Guadalajara International Airport (GDL) BROKERAGE APPLICATION SUPPORT 1. Introduction The Brokerage Applications Support Specialist provides Level 1 and Level 2 technical and functional support for customs brokerage applications used by UPS Mexico operations, with particular emphasis on Slamnet Parcel and local customs entry processing systems. The position serves as a primary point of contact for application-related incidents, connectivity issues, configuration problems, and operational inquiries through approved support channels. The role requires strong customer service skills, effective communication, knowledge of customs brokerage processes, and the ability to troubleshoot and document application incidents while minimizing business disruption. 2. Position Objective
- Provide Level 1 and Level 2 support for brokerage and customs processing applications.
- Serve as the initial point of contact for Slamnet Parcel and other supported local brokerage applications.
- Diagnose and classify incidents involving application defects, configuration issues, operational errors, user knowledge gaps, and enhancement requests.
- Coordinate with business operations, infrastructure teams, database administrators, and application vendors to resolve incidents.
- Support application stability, operational continuity, and continuous service improvement.
- Record, document, and follow up on incidents, issues, and errors identified during operational processes. UPS | IT MEXICO | BROKERAGE APPLICATION SUPPORT UPS Confidential
• Brokerage Applications Support Specialist
• October 2026 3.

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. UPS | IT MEXICO | BROKERAGE APPLICATION SUPPORT UPS Confidential
• Brokerage Applications Support Specialist
• October 2026 4. 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. 5. 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. 6. 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. 7. Key Competencies
- Customer service orientation and effective verbal and written communication.
- Analytical thinking, problem-solving, and ability to manage competing operational priorities.
- Attention to detail, teamwork, and cross-functional collaboration.
- Adaptability, continuous learning, accountability, and follow-through. 8. 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 UPS airport operations office onsite once per week. 8.1 Work Schedule and Support Coverage Two specialists will provide combined operational coverage through coordinated, staggered work schedules. Individual schedules must comply with applicable working-hour and break requirements; each specialist is not expected to work the entire 12-hour service window.
- Team coverage: Monday through Friday, 8:00 AM to 8:00 PM, Mexico Central Time.
- No standard support coverage on Saturdays, Sundays, or applicable Mexican public holidays.
- No regular support before 8:00 AM or after 8:00 PM; no on-call, standby, or after-hours requiremen

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