Technical Support Technician

📍 Job Overview

• Job Title: Technical Support Technician
• Company: Western Union
• Location: Vilnius, Lithuania
• Job Type: Full-Time
• Category: Customer Support & Service
• Date Posted: 2025-05-30
• Experience Level: Entry-Level (0-2 years)
• Remote Status: Hybrid (3 days on-site)

🚀 Role Summary

• Global Customer Support: Provide technical assistance to Western Union customers worldwide across various communication channels.
• Problem-Solving Focus: Troubleshoot and resolve application issues, ensuring customer satisfaction and efficient case handling.
• Cross-Functional Collaboration: Work closely with different IT teams to escalate complex issues and coordinate support efforts.
• Continuous Learning: Keep up-to-date with new products and technologies to provide accurate and relevant support.

📝 Enhancement Note: This role requires strong communication skills, patience, and the ability to thrive in a fast-paced, multicultural environment. Familiarity with IT environments and customer service experience would be beneficial.

💻 Primary Responsibilities

• Customer Interaction: Communicate effectively with customers via mail, chat, and phone to understand and address their technical issues.
• Issue Resolution: Troubleshoot and solve application problems by reviewing configurations, reinstalling software, and applying support patches.
• Performance Metrics: Meet case handling targets and maintain high customer satisfaction ratings.
• Collaboration: Work closely with other support teams to coordinate efforts, test production changes, and perform configurations.
• Escalation: Escalate complex issues to the appropriate team and provide regular updates to customers.

📝 Enhancement Note: This role requires strong analytical and critical thinking skills to diagnose and resolve technical problems efficiently.

🎓 Skills & Qualifications

Education: A degree or certification in Computer Science or a related field would be an asset.

Experience: Previous customer service experience and a technical background are preferred.

Required Skills:

• Excellent communication skills in English (both written and spoken)
• Strong problem-solving skills and attention to detail
• Ability to work in a fast-paced environment and handle multiple tasks
• Familiarity with IT environments and application support processes

Preferred Skills:

• Bilingual or multilingual skills
• Experience with remote desktop tools
• Knowledge of ticketing systems and CRM software

📝 Enhancement Note: While not required, experience in a similar role or an IT-related field can significantly enhance the candidate's chances of success in this position.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The monthly gross base salary range is 1,241 – 1,825 EUR. Actual salaries will vary based on qualifications, skills, and competencies.

Benefits:

• Private Health Insurance (3 options)
• Life & Accident Insurance
• Additional days off
• Wide variety of discounts and special offers
• Free Fitness facilities
• Volunteering activities
• Referral program
• Relocation Buddy support upon request

Working Hours: 40 hours per week, with an estimated 3 days on-site in a hybrid work arrangement.

📝 Enhancement Note: The salary range provided is based on the information given in the job listing and may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Western Union operates in the financial services industry, offering money transfer, payment, and foreign exchange services worldwide.

Company Size: Western Union employs over 8,000 employees serving 200 countries and territories.

Founded: 1851 (as New York and Mississippi Valley Printing and Publishing Company)

Team Structure: The Western Union Technology Service Center (TSC) provides 1st and 2nd level application support services to the organization. The team consists of customer support specialists, team leads, and managers.

Development Methodology: The team follows a structured support process, focusing on efficient case handling, regular performance metrics, and continuous improvement.

Company Website: https://www.westernunion.com/

📝 Enhancement Note: Western Union is a globally diverse organization that values unique contributions and encourages each employee to thrive in their role.

📈 Career & Growth Analysis

Role Level: Entry-level to mid-level customer support role with opportunities for growth in technical and leadership skills.

Reporting Structure: This role reports directly to the Team Lead or Manager within the Western Union Technology Service Center (TSC).

Technical Impact: Technical Support Technicians play a crucial role in ensuring customer satisfaction by providing efficient and effective technical support, contributing to the overall success of Western Union's products and services.

Growth Opportunities:

• Develop technical expertise in specific areas of Western Union's product suite.
• Advance to team lead or management roles within the TSC.
• Explore opportunities in other departments or regions within Western Union.

📝 Enhancement Note: Career growth opportunities within Western Union are diverse and can be tailored to the individual's interests and skills.

🌐 Work Environment

Office Type: Modern, collaborative workspace with a hybrid work arrangement (3 days on-site).

Office Location(s): Vilnius, Lithuania

Workspace Context:

• Collaborative workspaces with shared resources and tools.
• Access to various communication and collaboration platforms for internal and external communication.
• Opportunities for cross-functional collaboration with other teams within Western Union.

Work Schedule: A hybrid work arrangement with an estimated 3 days on-site, allowing for flexibility in managing personal and professional responsibilities.

📝 Enhancement Note: Western Union's hybrid work model enables employees to balance their work and personal lives while maintaining a strong connection to the company's culture and values.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and cultural fit.
2. Technical assessment to evaluate problem-solving skills and familiarity with IT environments.
3. Final interview with the hiring manager to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Brush up on problem-solving skills and familiarity with IT environments.
• Practice active listening and effective communication skills.
• Research Western Union's products and services to demonstrate a strong understanding of the company.

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's communication skills, problem-solving abilities, and cultural fit within the Western Union team.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Western Union Values:

• Customer-centric: Focus on understanding and addressing customer needs.
• Collaborative: Work together to achieve common goals and drive success.
• Innovative: Continuously seek new solutions and improvements.
• Respectful: Value and appreciate the unique contributions of each team member.

Collaboration Style:

• Cross-functional collaboration with various IT teams to resolve complex issues.
• Knowledge sharing and learning opportunities within the TSC and across Western Union.
• Regular team meetings and one-on-ones to discuss performance, growth, and development.

📝 Enhancement Note: Western Union's culture fosters a collaborative and inclusive environment that encourages each employee to thrive and make a meaningful impact on the company's success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling complex customer issues and finding creative solutions.
• Keeping up-to-date with new products and technologies within Western Union's suite.
• Managing multiple tasks and prioritizing case workloads efficiently.

Learning & Development Opportunities:

• Develop technical expertise in specific areas of Western Union's product suite.
• Participate in training and development programs to enhance customer service and technical skills.
• Explore opportunities for career growth within Western Union.

📝 Enhancement Note: Western Union offers various learning and development opportunities to help employees grow both personally and professionally.

💡 Interview Preparation

Technical Questions:

• Describe a complex technical issue you've faced and how you resolved it.
• How do you prioritize multiple tasks and manage your workload efficiently?
• Can you walk us through your problem-solving process when troubleshooting a technical issue?

Company & Culture Questions:

• Why are you interested in working for Western Union?
• How do you handle difficult customers or challenging situations?
• What do you think sets Western Union apart from other companies in the financial services industry?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Prepare for the interview by researching Western Union's products, services, and company culture. Be ready to discuss your problem-solving skills, communication abilities, and cultural fit within the team.

📌 Application Steps

To apply for this Technical Support Technician position:

1. Submit your application through the provided link.
2. Prepare for the phone or video screening by practicing your communication skills and researching Western Union's products and services.
3. Brush up on your problem-solving skills and familiarity with IT environments for the technical assessment.
4. Research Western Union's company culture and values to demonstrate a strong understanding of the organization during the final interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.