Own Store Support Specialist

At Western Union we are looking for The Own Store Support Specialist, 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. Reporting to the Global Own Store Support Manager, 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, and store personnel to minimize business disruption and maintain technology reliability.

• →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.
• →Support store openings, relocations, technology upgrades, refresh programs, and new technology deployments.
• →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.

• Bachelor degree or equivalent work experience and/or certifications.
• Minimum of 2 years of IT related experience. 
• Fluency in English – both verbal and business writing skills.
• Has strong knowledge of end user hardware and software solutions, Microsoft and Apple products. 

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. Due to the nature of this role, the expectation is to work from the office full time.