Senior Analyst Escalation

Senior Analyst Escalation, Agent Technology Support - Quezon City, Philippines

Do you like helping others to solve technical issues? Would you like to do it on a global scale, together with various IT teams from all around the world? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Senior Analyst Escalation, Agent Technology Support.

Western Union powers your pursuit.

In this role, you will be a part of the Western Union Agent Technology Support, which provides 1st, and 2nd level application support services to the organization.   

Role Responsibilities:

• Be a channel of communication between our customers and Wester Union support teams. 

• Provide technical support efficiently resolving Wester 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:

• At least 1 year of technical background and competence in IT environment. 

• A degree or 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. 

• Flexibility to work in night shifts (9:00 pm - 6:00 am Manila time).

Work Shift

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 Philippines specific benefits include:

• Paid sick leave and vacation leave

• HMO coverage with dependents from day 1 of employment, subject to insurer's review

• Hybrid working arrangement

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.

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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.