Senior Analyst Escalations, Customer Care

Senior Analyst Escalations, Customer Care

Do you like helping others to solve technical issues? How about offering up your tech skills in a hugely successful business that is committed to moving money for better? Join Western Union as a Senior Analyst Escalations, Customer Care.

Western Union powers your pursuit.

This role is in charge of the technical support for our agencies in North America and Canada.

Role Responsibilities

• Working on incidents and requests regarding installation, configuration and or maintenance of client hardware, software, and the deployment of new technology releases.
• Evaluate and integrate new hardware configurations and provide support for client technologies.
• Modify systems and/or programs based on user and system specifications.
• Assist on bridges and war room on issues of networks assigned.
• Deployment of new technology and/or new product. You participate in the process from the beginning to the launch in the different stages (testing, documentation, pilot).
• Agent Tech support.

Role Requirements

• Bachelor’s degree in Information Technology, Computer Science or Engineering and/or additional relevant technical certifications, at least one (1) year of related tech support/customer experience providing end user support preferably within the operations/IT environment.
• Experience supporting end user operating systems including MS Windows 10, MacOS.
• Strong communication and customer service skills with ability to interact with partners globally, capability to provide presentations and time management ability to prioritize urgent in an environment context.  
• Advanced English Level.
• Working hours: Monday to Friday from 7am to 4pm.

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 Mexico specific benefits include:  

• Grocery voucher.
•  2 personal days off.
•  Savings fund.
• Insurance for Major Medical Expenses, Vision, Dental.
• Online medical insurance 24/7.
• Special days for marriage or concluding an academic degree.

Our hybrid work model

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.  

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week. 

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws. 

#LI-GGC #LI-Hybrid 

Estimated Job Posting End Date:

11-30-2024

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.