20 days old

Agent Tech Support, Senior Analyst Escalations

Santa Ana, San José 10901
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Agent Tech Support, Senior Analyst Escalations Santa Ana, Costa Rica

Are you looking to take a front seat in driving client services to a whole new level? Are you passionate about helping others and providing a world-class customer experience? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then join Western Union as a Agent Tech Support, Senior Analyst Escalations.

Western Union powers your pursuit.

Youll be responsible for handling escalations and request from our agents, Regional Operations, Sales Accounts Management, internal departments, and Partners to facilitate the money transfer process particularly in North America and Latin America regions, with a focus on the following:

Role Responsibilities

  • Handle second level of escalations (call and email) and product related uptraining.
  • Resolve network agents enquiries and promote Western Union services.
  • Provide Second-level technical support for network agents.
  • Communicate with clarity with Agents, Sales Account Managers representative, Internal Department and Partners via phone or email.
  • Connect with different departments to find solutions to complex scenarios.
  • Responsible for complying with deadlines, SLAs and follow ups providing updates or resolution to Agents.
  • Ensure excellent quality service is always delivered.
  • Ensure that documentation/procedures are kept up to date with industry standards.
  • Monitor process and procedures are correctly followed by the first level of interaction.
  • Coach the first level of interaction when failure is detected.
  • Detect improvement opportunities by bringing ideas, participating in projects, documenting procedures, providing coaching/shadowing/training sessions.
  • Comply with KPIs required: Productivity, QA, Adherence, SLA.

Role Requirements

  • High school degree required. Degree in business administration, industrial engineering or related is preferred.
  • Fluency in English (B2) (both written and verbal communications). Experience with different accents is a plus.
  • Knowledgeable of Portuguese or French is a Plus.
  • Preferably 2-3 years previous experience in Call Center industry and technical support experience.
  • Good understanding of todays technology standards (PC-level, software, telecom, network systems).
  • Effective communication, analytical and problem-solving skills while focusing on excellent customer service.
  • Competent in providing constructive feedback, strong analytical skills and logical thinker with effective time management skills and ability to multi-task.
  • Root cause analysis experience is a plus.
  • Methodical, detailed, organized, structured and ability to work independently with time management skills.
  • Responsibility to work autonomously.
  • Intermediate Microsoft Office and Excel is a plus.
  • Enjoys working in fast-paced and rapidly changing environment.
  • Knowledge of Western Union reporting and transaction monitoring systems.
  • Schedule flexibility required.
  • No written warnings during the past 6 months.

We make financial services accessible to humans everywhere. Join us for whats next.

Western Union is positioned to become the worlds most accessible financial services company transforming lives and communities. Were a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. Youll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If youre ready to help drive the future of financial services, its time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.


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: (https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Costa Rica- specific benefits include:

  • Asociacin Solidarista
  • Paid time off including extended maternity leave.
  • In house company doctor services
  • Continuing Education
  • Transportation services options
  • Parking spaces
  • Hybrid model work
  • Flexible Working Schedules if applicable
  • Referral Program award
  • Employee Resource Groups (ERG) and committees to volunteer with
  • Carpooling Program
  • Price Smart membership
  • Pan American Medical and Life insurance
  • Cafeteria Subsidy

Our hybrid work model

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

We are passionate about diversity. 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.



  • Banking / Finance
Posted: 2023-09-11 Expires: 2023-10-31
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Agent Tech Support, Senior Analyst Escalations

Western Union
Santa Ana, San José 10901

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