Own Store Support Specialist

Western Union; Lima Metropolitana; Híbrido; PEN 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Short-term incentives

Health insurance

Life insurance

Descripción de la vacante

Western Union is seeking a Technical Support Specialist to ensure the continuous operation of store technology worldwide. You will troubleshoot issues affecting POS, workstations, networks, and mobile devices for company-owned retail locations, collaborating with IT teams and vendors.

You will handle incidents and service requests within SLAs, document solutions, and help implement improvements to keep store operations running smoothly across regions and time zones.

Formación

• Bachelor’s degree in technology preferred; 1–3 years IT end-user support experience.
• Experience in ITIL processes and working with Android/iOS devices.
• Experience supporting end-user operating systems including Windows 10 and macOS.
• Strong communication and customer service skills; ability to interact with partners globally.
• Advanced English level.

Responsabilidades

• Provide technical support for store technologies, including workstations, peripherals, POS, apps, network, and mobile devices.
• Diagnose, troubleshoot, and resolve incidents per SLA.
• Manage incidents and service requests through the ITSM platform.
• Coordinate with infrastructure, security, and application support teams to resolve issues.
• Escalate critical incidents and help restore services impacting store operations.
• Maintain asset inventory and assist with equipment ordering, shipping, and lifecycle management.
• Collaborate with third-party vendors for repairs and maintenance.
• Create and maintain support documentation and procedures.
• Identify recurring issues and propose improvements to service quality.
• Deliver high level of customer service across regions/time zones.
• Build relationships with store personnel and stakeholders.
• Ensure communication during incident resolution and service requests.
• Support business continuity during store outages.

Conocimientos

End user support

ITIL processes

Windows 10

MacOS

Android/iOS

Strong communication

English proficiency

Educación

Bachelor’s degree in technology

Herramientas

MS Windows 10

MacOS

Mobile devices management

Descripción del empleo

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 lifeinsurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country.If applicable,additionalrole-specific benefits will be mentioned during your interview process or in an offer of employment.

• short-term incentives
• multiple health insurance options
• accident and lifeinsurance
• access to best-in-class development platforms, to name a few

Your Peru‑specific benefits include:

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

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.

Estimated Job Posting End Date:

09-28-2026

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.