Demonstrates expertise in providing Level 1 and Level 2 support for brokerage and customs processing applications, with strong skills in incident management, troubleshooting, and effective communication with users and technical teams.

Highest-signal resume keywords

Help Desk SupportIncident ManagementSlamnet KnowledgeWindows Operating SystemsTechnical Documentation

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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
Deliver remote, telephone, and scheduled onsite application support
Troubleshoot application, system access, and connectivity incidents
Register, manage, and follow up on incidents and service requests through ITSM platforms
Escalate complex technical or functional issues
Maintain troubleshooting documentation, logs, knowledge articles, and production support records
Collect and organize evidence for technical investigations
Participate in functional, integration, and regression validation for fixes, patches, upgrades, and approved changes
Coordinate communication during critical incidents and staggered-shift handovers
Prioritize incidents, track SLAs, manage vendor cases, and keep stakeholders informed
Identify recurring issues, operational risks, and opportunities for service improvement
Support contingency and recovery procedures within the defined service window
Produce operational performance metrics and service reports
Coordinate planned leave and absences with the UPS manager and the other specialist

Requirements

What you’ll need

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
Knowledge of customs entry processing applications, preferably Slamnet
Knowledge of Windows operating systems, Microsoft Office, remote support tools, incident management, and troubleshooting methodologies
Basic understanding of application connectivity, system access, and infrastructure-related incidents
Basic understanding of international trade
Familiarity with customs brokerage, import/export processes, and customs entry processing workflows
Bachelor’s degree or technical qualification in Information Technology, Computer Science, Information Systems, or a related field
English proficiency at B1–B2 level (CEFR)
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
Ability to communicate effectively with business users and technical support teams
Strong troubleshooting, documentation, and incident coordination skills

Benefits

Comp & perks

No weekend, public holiday, overnight, standby, or on-call coverage in the standard service arrangement
Remote work on remaining scheduled workdays, subject to UPS policies and operational requirements
Staggered schedules within the established support coverage window
Coordinated leave planning and resource availability

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Application SupportTroubleshootingRemote SupportTicketing SystemsConfiguration IssuesOperational ErrorsUser Knowledge GapsService Level AgreementsCustoms BrokerageInternational Trade

Soft Skills

Effective CommunicationIncident CoordinationProblem-SolvingOrganizational SkillsCollaboration

Tools & Technologies

ITSM PlatformsMicrosoft OfficeRemote Support Tools

Industry Keywords

Customs Entry ProcessingImport/Export ProcessesOperational Performance MetricsService ImprovementTechnical Investigations