Western Union Online Support Analyst, Hong Kong in Kwun Tong, Hong Kong

Job Title: Online Support Analyst, Hong Kong

Requisition #: 1702995

Opportunity for an Online Support Analyst, Hong Kong

Are you experienced in providing helpdesk support answering customer queries, with focus on understanding systems configuration? Are you knowledgeable with the basics of the internet and the web? Do you have the ability to detect possible systems and process alerts, and escalate them to the appropriate team whenever required?

We’re seeking an Online Support Analyst, based in our Hong Kong, Millennium City office , while supporting clients across Asia.

The Online Support team provides support for all Western Union Payments Business Unit client facing payments, and FX services platforms, while working in conjunction with internal divisions, such as but not limited to, customer service team, sales, products, dealers (CRM), and network & operations.

Key Online Support team functions include:

  • Supporting online sales and transaction processing, reviews, analyzes and tracks issues.

  • Providing direct troubleshooting support to clients and client facing employee, liaising with technical & product support teams to achieve resolution to technical issues affecting clients

  • Assisting to identify and implement sales and client process improvement opportunities through automation and standardization of current policies and procedures.

  • Provide input and participate with new product design and track new functionality from releases for region specific system updates

  • Post Live Support, manages the overall external client implementation process, including technical walk-through

This role does not have any activities related to coding. However, your understanding of XML will be of huge advantage.

Sounds interesting? Here are some specifics:

  • Client support: Provide ongoing support for new, and post-sales client system usage, supporting online sales and transaction processing, review, analyses & track issues. This Includes but is not limited to; renewing digital certificate or TFA, resetting Passwords, checking holding balance, Building & uploading beneficiaries’ details, resending payment confirmation, and handling various system issues, On-board clients by providing technical walk-through or training via phone, install digital certificate, walkthrough TFA setup, and provide onsite support and demo if needed

  • Client On boarding: On-board clients by providing technical walk-through or training via phone, install digital certificate, walkthrough TFA setup, and provide onsite support and demo if needed.

  • Product Support: Assist in identifying any gaps/bugs with current system functionality, escalating to the relevant teams and assisting with resolution design and implementation Working in conjunction with our product team, help Identify, track and monitor any issues with our product offerings and interactions with other internal and partner systems.

  • Product Knowledge: Support for clients, including identifying the optimal system configuration for on-going client needs. Provide training of internal products to the internal and new associates to ensure they are familiar with our platforms and equipped to have support our customers

  • Maintenance: Maintaining/Updating regional / client system settings where appropriate to ensure there is no loss of service and/or no business breach in reference to trading outside of standard business hours. Assist in Western Union Business Solutions staff user setup and deactivation for key specific duties i.e. CM / Back Office / Administration

  • Procedure & Process: Assist the Head of Pre Sales to define, refine and implement current procedures and ensure processes are clearly document, including vertical customer solutions (GPFS, GPFI, GPX, FX360)

What you will need to succeed and stand out:

  • You have at least 1-3 years of work experience, providing helpdesk support or application support role with strong “configuration” technical knowledge

  • Your Bachelor’s degree will be desirable but not a necessity if work experience has been achieved

  • Your experience in Payments, FX, cloud based technologies will also be highly advantageous

  • Your good interpersonal & problem solving skills, good working relationship with others along with a team will be essential as you will be managing expectations with stakeholders impacted by system issues and process changes

  • Your excellent English &Cantonesecommunication skills both written and verbal this is essential to succeed in this role as it isHong Kongbased,Mandarinalso advantageous but not essential.

  • You have demonstrated ability to provide help-desk style support for not just web / cloud based applications, but also general infrastructure support Including from online accounts, identifying client-side network & technical issues that would prevent clients trading

  • Your understanding on XML coding will be an advantage.

What’s in it for you?

  • Competitive global pay, benefits and mobility

  • Unparalleled experience, working for a market leader in FX payment solutions

  • The chance to share your ideas and contribute to the development of our products

  • Diverse, global team with colleagues in over 50 countries

What it’s like here:

The Payments Business Unit of Western Union is one of the world's leading providers of international business payments and foreign exchange. With access to over 130 currencies, we enable companies of all sizes as they move money across borders via a financial network that spans over 200 countries and territories. We’re disrupting fintech with our groundbreaking digital B2B platform, WU EDGE, which helps companies spend less time handling international payments and worrying about foreign exchange exposure, and more time growing their businesses. And we’re just getting started!

Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success. It means having integrity, and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better. It means being driven to win, and to do work that makes a difference… on a global stage. Sound like you? Apply now!

Inclusion and diversity are fundamental to our culture and success. Achieving our common vision depends on people with diverse backgrounds working together on teams. Who knows, your unique point of view could be the key to our next groundbreaking idea. We’d love to explore that possibility!

Western Union is proud to be an Equal Opportunity-Affirmative Action Employer. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, veteran status, sexual orientation, gender identity, age, disability, marital status or other protected category. If you have a disability or special need that requires accommodation, please contact us at careers@westernunion.com.

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