Jobs and Careers

Technical Support Technician

Santa Ana, United Statesfull_timeVerifiedPosted 5 Nov 2024

About the role

Technical Support Technician - Santa Ana, Costa Rica

Would you like to be part of Western Union as member of Service Operations team in Enterprise

Technology Operations Center? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive Then, it’s time to join Western Union as a Technical Support Technician.

Western Union powers your pursuit.

This role is providing Level 1 Technical Support of Western Union Point of Sale and Settlement applications for Western Union Agents, Partners and Employees. It also acts as a contact and coordination point for Partners, Vendors and IT teams. The responsibility of this role is to solve as many issues as possible, and escalate the remaining issues to L2 support.

When joining Western Union as part of this team you will be the point of contact for any Western Union technology outage and any money transfer issue, so it requires people to know a big variety of systems, subsystems and regional agent specifics with very limited documentation available. This role is constantly dealing with ambiguous issues, and need to find the best path to escalate issues when there are no documented procedures or clear escalation paths

Role Responsibilities:

Communication with customers: email and phone communication with Western Union Agents
Partners and employees to collect data for investigation, inform about investigation progress
Arrange remote support sessions, provide resolution and guidance
Reviewing the configuration and logs in a couple of systems
Providing guidance or solution to the customer
Install and configure applications
Troubleshoot and solve application issues by reviewing application and local system, configurations and adjusting them, reinstalling the application, installing support patches and fixes.
Communication with 3rd level teams (Vendors and internal teams): Issue escalation, coordination of troubleshooting efforts via email or in a bridge call, control and validation of fixes

Role Requirements:

Customer-oriented approach.
Proficiency in English B2+
Good troubleshooting skills.
Day Shift, it could be from 7 am to 4 pm or 8 am to 5 pm. Rotating Schedule (includes
working on weekends on a rotating basis).
Good understanding of computer systems, mobile devices, and other tech products.
Strong analytical, problem-solving and attention to details skills.
Verbal and written communication skills.
Hybrid Modality: 3 days at the office (non- negotiable)

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few

( https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Costa Rica- specific benefits include: