Senior Associate, Agent Technical Support

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.

• Be a channel of communication between our customers and Western Union support teams.
• Provide technical support efficiently resolving Western Union products 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.
• Escalating complex issues to a responsible team.

• Technical background and competence in IT environment would be an asset.
• Customer service experience as well as a degree/certification in Computer Science (or similar studies) would be considered as an advantage.
• Excellent communication skills with a focus on providing the best customer service.
• Great problem-solving skills and strong attention to detail.
• Fluency in English language both written and spoken is essential.
• Analytical and critical thinking abilities to diagnose and resolve technical problems.
• Comfortable working in a fast-paced environment.

• 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