Technical Service Desk Analyst

hace 2 meses

Madrid, España Western Union A tiempo completo

**Technical Service Desk Analyst - Madrid, Spain**

Do you thrive on working in an environment where the customer is your top priority? Are you a tenacious problem solver and tech savvy? Are you interested in joining a brand-new team, and a business that’s on the move? If so, then it’s time to join Western Unions’ new Digital Banking Hub.

**Western Union powers your pursuit.**

Our overall objective when serving customers is to provide excellent service with empathy, quality, and speed. Some of the issues our customers encounter require more specialized expertise to deliver on these 3 attributes. The main purpose of this role is to be the voice and face of Western Union for specialized issues our customers face related to technology. Reporting to the Customer Care Supervisor we’ll look to you to:
**Role Responsibilities**
- Serve as a rapid response technology professional who quickly diagnoses and resolves technology-related matters that customers encounter during onboarding and their ongoing usage of our digital banking product. It requires targeted problem solving to diagnose issues and see patterns across customers. This will cover a broad range of activities, including:

- Triaging the issue and being able to identify in which system/part of the product the issue may be occurring;
- Estimating amount of time needed so that customers have their expectations set accordingly;
- Performing basic development work and testing the solution before going back to the customer;
- Coordinating across teams for more complex issues.
- Maintain a comprehensive and prioritized view of what product and process enhancements are needed to exceed customer expectations and provide them with an excellent experience.
- Develop (and evolve) procedures and playbooks for how the most common customers’ challenges related to technology are solved.
- Provide expert input to Tier 1 Customer Service Representatives so they can be as specific and prescriptive as possible when reaching out to customers. This will be an important balance of customer-friendly communications with topic-specific information to help customers understand how their problem is solved.
- Handling inbound calls and messages.

**Role Requirements**
- Experience engaging with customers. Preference for experience in start-up or financial industry.
- Strong English language skills are mandatory.
- Strong verbal, written, and listening skills.
- Ability to multi-task and work independently.
- You are a team player with the ability to prioritize workload in line with tight deadlines and under pressure.
- Analytical skills and attention to detail.
- Flexibility to work shifts or on Saturdays according to business needs.

**We make financial services accessible to humans everywhere. Join us for what’s next.**

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers’ experiences by offering a state-of-the-art digital Ecosystem. 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.

**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

Your Spain specific benefits include:

- 25 days annual leave - plus 14 public holidays
- Comprehensive life & medical cover - including dependents.
- Contributory pension plan
- Preventative Care Assistance program

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.

LI-DD2 #LI-Hybrid

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