Own Store Support Specialist

This role is responsible for providing technical support to company-owned retail locations worldwide, ensuring the continuous operation of store technology and delivering exceptional experience to store employees and business partners, this role serves as a key point of contact for hardware, software, and operational technology issues affecting retail locations.

The specialist is responsible for troubleshooting, resolving, and coordinating incidents and service requests while working closely with internal IT teams, vendors, to minimize business disruption and maintain technology reliability.

Role Responsibilities

• Provide technical support for company-owned retail store technologies, including workstations, peripherals, point-of-sale systems, applications, network connectivity, printing solutions, and mobile devices.
• Diagnose, troubleshoot, and resolve hardware, software, and system-related incidents in accordance with established service level agreements.
• Manage and track incidents and service requests through the IT service management platform, ensuring timely resolution and effective communication with stakeholders.
• Coordinate with infrastructure, networking, security, and application support teams to resolve complex technical issues.
• Escalate critical incidents appropriately and assist in restoring services impacting store operations.
• Maintain accurate asset inventory records and assist with equipment ordering, shipping, replacement, and lifecycle management activities.
• Work with third-party vendors and service providers to coordinate repairs, maintenance, and support activities.
• Create and maintain support documentation, knowledge articles, and operational procedures.
• Identify recurring issues and recommend process or technology improvements to enhance service quality and operational efficiency.

• Deliver a high level of customer service while supporting retail locations across multiple regions and time zones.
• Build strong working relationships with store personnel and business stakeholders.
• Ensure consistent communication throughout incident resolution and service request fulfillment.
• Support business continuity by responding effectively to store-impacting issues and outages.

Requirements

• Bachelor’s degree in technology is preferred, and relevant technical certifications are a plus, at least one (1) to three (3) years of related IT experience providing end user support, preferably within the operations environment.
• Experience in a company with ITIL processes implemented and working with mobile devices that run in Android or iOS.
• Experience supporting end user operating systems including MS Windows 10, MacOS.
• Strong communication and customer service skills with ability to interact with partners globally.
• Advanced English Level.

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 Peru-specific benefits include:

• EAP - legal, psychological, and financial employee assistance
• Health insurance
• Life insurance
• Cancer Insurance

Other Details

 As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to careers@westernunion.com. 

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. 

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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.