**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.
**Benefits**
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 versátil 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.
LI-GGC #LI-Hybrid
Estimated Job Posting End Date:
11-20-2024