Technical Support Technician

hace 5 días

Santa Ana, Costa Rica Western Union A tiempo completo

Technical Support Technician - Santa Ana, Costa Rica

Would you like to be part of Western Union as member of Service Operations team in Enterprise Technology Operations Center?

This role is providing Level 1 Technical Support of WU Point of Sale and Settlement applications for Western Union Agents, Partners and Employees. It also acts as a contact and coordination point for Partners, Vendors and IT teams. The responsibility of this role is to solve as many issues, as possible right away, and escalate the remaining issues to L2 support.

Western Union powers your pursuit.

When joining Western Union as part of this team you will be the point of contact for any Western Union technology outage and any money transfer issue, so it requires people to know a big variety of systems, subsystems and regional agent specifics with very limited documentation available. This role is constantly dealing with ambiguous issues, and need to find the best path to escalate issues when there are no documented procedures or clear escalation paths, join us as a Technical Support Technician

Role Responsibilities

Communication with customers: email and phone communication with Western Union Agents, Partners and employees to collect data for investigation, inform about investigation progress, arrange remote support sessions, provide resolution and guidance. Reviewing the configuration and logs in a couple of systems Providing guidance or solution to the customer Install and configure applications Troubleshoot and solve application issues by reviewing application and local system configurations and adjusting them, reinstalling the application, installing support patches and fixes. Communication with 3rd level teams (Vendors and internal teams) : issue escalation; coordination of troubleshooting efforts via email or in a bridge call; control and validation of fixes

Role Requirements

Customer-oriented approach. Proficiency in English B2+ Good troubleshooting skills. Day Shift, it could be from 7 am to 4 pm or 8 am to 5 pm. Rotating Schedule (includes working on weekends on a rotating basis). Good understanding of computer systems, mobile devices, and other tech products. Strong analytical, problem-solving and attention to details skills. Verbal and written communication skills. Hybrid Modality: 3 days at the office (non- negotiable)

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Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and lifeinsurance, and access to best-in-class development platforms, to name a few( ). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interviewprocess or in an offer of employment.

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