Specialist, Product Support

hace 3 semanas


San José, San José, Costa Rica Western Union A tiempo completo

**Specialist Product Support - Santa Ana, Costa Rica**

Would you like to contribute to the continuous improvement of some of the most groundbreaking products in the global payments industry?
How about offering up your skills in a global business that is committed to moving money for better?
Join Western Union as a Specialist Product Support.
**Motivated by our values: purpose driven, globally minded, and trustworthy & respectful**

We're a FinTech that's using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations.
We're a team of over 8,000 employees serving 200 countries and territories.
We believe when money moves, better things happen.
**Better requires process discipline and simplification**

As an APN Product Support, you will create and deliver reports to the key stakeholder on the performance of the APN Product, including a comprehensive view of the health of the Product by Partner.
You will monitor the APN Product across the globe and will identify issues/trends for resolution.
Upon identifying an incident, you will initiate/lead troubleshooting sessions and conduct root cause analysis.
You will log/track/manage issues to ensure they are properly escalated and are closed within the expected SLAs.
You will also be responsible for organizing and conducting regular meetings with APN Partners across the globe to identify/resolve key pain points and recommend product solutions to enhance the customer experience and optimize the end-to-end operational process.
For this role, you will need to have knowledge of the Payments Industry with an insight into identifying and problem-solve incidents, excellent communication skills, and an analytical mindset.
You will also need a strong track record in project management, with evidence of excellent prioritization skills to meet competing demands against tight deadlines.
Preferably, you will have experience working in a lean and agile team, managing tickets (ideally via JIRA) in testing, or developing roles.
**Join us, and let's **connect the world**

We're a company on the move, and we want our people to grow and develop.
You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.



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