Senior Associate, Agent Technical Support

Role Responsibilities

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.

Role Requirements

• 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.

Workplace Option

HYBRID - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

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. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned 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

Salary

The monthly gross base salary range is 1,375 – 1,833 EUR. This range represents the anticipated low and high end of the salary for this position. Actual salaries will vary based on candidate’s qualifications, skills and competencies.

Other Details

We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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.

Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

About Us

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.

Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.

Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.

Join us as we go beyond and be part of a team that’s redefining what’s possible.