Technical Support Analyst

Technical Support Analyst – Vilnius, Lithuania 

Do you enjoy utilizing your technical knowledge to solve IT challenges and enable others to work effectively? Are you ambitious about joining a truly innovative, global organization? 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 Analyst. 

Western Union powers your pursuit. 

In this role, you will be a part of the Western Union Technology Service Center (TSC), which provides 1st, and 2nd level application support services to the organization.  

Role Responsibilities 

• Be a channel of communication between our customers and WU support teams. 

• Provide technical support efficiently resolving WU product issues via mail, chat and phone, including remote sessions. 

• Troubleshoot and solve application issues by reviewing application and local system configurations and adjusting them, reinstalling the application, installing support patches and fixes.  

• Comply with performance metrics, handling cases in a timely manner and communicating with clients across the globe in a professional manner.  

• Test production changes, coordinate with other support teams, perform configurations, and work with a variety of tools. 

• Escalate and lead to resolution complex issues. 

• Support training new colleagues. 

• Contribute to Knowledge Base with articles documenting issues, workarounds, best practices. 

• Contribute to process improvements.  

Role Requirements 

• At least 2 years of experience in the customer-facing role within IT service. 

• Excellent communication skills with a focus on providing the best customer service. 

• Great problem-solving skills and strong attention to detail. 

• Ability to work independently and decision-making skills. 

• Fluency in English language both written and spoken is essential. 

• Experience in leading process improvements would be a great advantage. 

• Analytical and critical thinking abilities to diagnose and resolve technical problems. 

• Comfortable working in a fast-paced environment. 

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/. 

Salary 

The monthly gross base salary range is 1,758 – 2,583 EUR. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that align with individual and company performance. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, and competencies. 

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 Lithuania specific benefits include: 

• Private Health Insurance (3 options) 

• Life & Accident Insurance 

• Additional days off 

• Wide variety of discounts and special offers 

• ⁠Free Fitness facilities 

• Volunteering activities 

• Referral program 

• Relocation Buddy support upon request 

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-DD2 

#LI-Hybrid