Own Store Support Specialist

This role is responsible for providing technical support to company-owned retail locations worldwide and employees at the office, 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. 

• Provide technical support at the office to employees.  

• 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 for documentation, articles, and operational procedures. 

• Identify recurring issues and recommend process or technology improvements to enhance service quality and operational efficiency. 

 
Requirements 

• Bachelor’s degree in technology is preferred, and relevant technical certifications are a plus, at least 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 the 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 life insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.  

Your Mexico specific benefits include:   

• Grocery voucher. 

• 2 personal days off. 

• Savings fund. 

• Insurance for Major Medical Expenses, Vision, Dental. 

• Online medical insurance 24/7. 

• Special days for marriage or concluding an academic degree. 

 

Other Details 

 As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to [email protected].  

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:

10-04-2026

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.