Senior Escalations Specialist

hace 1 semana


Ciudad de México, Ciudad de México Western Union A tiempo completo

Senior Escalations Specialist, Customer Care

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This role is a part of Western Union’s technical support team for agencies in North America and Canada. As Senior Escalations Specialist, you will play a crucial role in ensuring the smooth operation of our clients’ hardware, software, and technology deployments.

About the Role

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  • Working on incidents and requests regarding installation, configuration, and maintenance of client hardware, software, and 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 in bridging and war room issues related to network assignments.">
  • Deployment of new technology and/or new products, participating in the process from beginning to launch in various stages (testing, documentation, pilot).">
  • Agent Tech Support.">
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About You

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  • Bachelor's degree in Information Technology, Computer Science, or Engineering, and/or additional relevant technical certifications, at least one 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 tasks in an environment context.">
  • Advanced English Level.">
  • Working hours: Monday to Friday from 7am to 4pm.">
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Benefits and Incentives

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  • You will have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms.">
  • 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.">
  • Western Union values in-person collaboration, learning, and ideation whenever possible.">
  • The Hybrid Work Model categorizes each role into one of three categories. This role has been determined to be Hybrid, which enables employees to divide their time between working from home and working from an office location, with a minimum expectation of three days per week in the office.">
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Estimated Salary: $65,000 - $80,000 per annum, depending on experience.



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