Analyst, Technical Operations

Bazeta; Northern (KY); Remote; USD 46,000 - 58,000; Full time

Job summary

Exemplar Luxury Group in the United States is seeking an Analyst, Technical Operations to serve as the technical liaison for Customer Service, coordinating frontline support for internal teams and vendor partners.

You will manage access licensing, support omnichannel contact center solutions, and communicate updates during incidents. A background in desktop troubleshooting and experience with Jira are preferred, with flexibility for night shifts.

Qualifications

• 1+ year of professional experience in a customer-facing or technical support role.
• Proficiency with desktop troubleshooting and operating system fundamentals.
• Experience with Microsoft Office 365 and Google Workspace (G Suite).
• Willingness to work night shifts and be flexible with scheduling.
• Strong written and verbal communication.

Responsibilities

• Providing internal technical customer service for CS via Jira, phone, email, and chat.
• Execute account access and licensing administration for internal associates and Service Partners.
• Provide operational support for core contact center omnichannel and voice solutions.
• Act as the operational point of contact during technical incidents, coordinating resolution efforts across teams.
• Perform real-time schedule adjustments and operational support tasks as directed by Workforce Management.
• Provide support for critical 3rd party applications, coordinating with vendor support teams.
• Identify and implement process improvements to enhance system reliability and agent efficiency.

Skills

Customer-facing

Technical support

Strong communication

Education

Associate/Bachelor in CS/IT

Tools

Jira

Microsoft 365

Google Workspace

Job description

# Analyst, Technical OperationsUnited States3 hours agoID 2040825$46,000 Salary## DetailsEmployment type: Full-timeRemote: YesSalary from: 46,000Salary to: 58,000Company: Saks Fifth Avenue## DescriptionWHO WE ARE: Exemplar Luxury Group, formerly Saks Global, is the luxury collective uniting coveted brands with unrivaled customer experiences across Neiman Marcus, Saks Fifth Avenue and Bergdorf Goodman. Driven by a relentless devotion to our customers and powered by our talented colleagues, we offer expertly curated product assortments, unparalleled service and personalized experiences across our integrated retail model. Through strong partnerships with the world's most desired luxury brands and deep customer relationships enhanced by data-rich insights, Exemplar Luxury Group is committed to setting the standard of excellence for luxury retail. Job Description: WHO WE ARE: Exemplar Luxury Group, formerly Saks Global, is the luxury collective uniting coveted brands with unrivaled customer experiences across Neiman Marcus, Saks Fifth Avenue and Bergdorf Goodman. Driven by a relentless devotion to our customers and powered by our talented colleagues, we offer expertly curated product assortments, unparalleled service and personalized experiences across our integrated retail model. Through strong partnerships with the world's most desired luxury brands and deep customer relationships enhanced by data-rich insights, Exemplar Luxury Group is committed to setting the standard of excellence for luxury retail. Visit exemplarluxurygroup.com for more information, and follow Exemplar Luxury Group on LinkedIn. YOU WILL BE: You are a strategic, forward-thinking technical mind who thrives on solving complex challenges in a fast-paced, customer-focused environment. This role acts as a technical liaison and accountability point for our Customer Service operations, driving efficiency and minimizing downtime. You will be a critical first point of contact for technical operations, accountable for coordinating front line technical assistance for all Contact Center employees and vendor partners.. This includes collaborating with teams to streamline information gathering, coordinate precise technical ticketing, and provide critical updates on ongoing operational activities. WHAT YOU WILL DO: • Providing exceptional internal technical customer service for our CS team via Jira, phone, email, and chat channels • Execute account access and licensing administration for internal associates and Service Partners, focusing on security and efficiency • Provide operational support for our core contact center omnichannel and voice solutions • Act as the operational point of contact during technical incidents, driving real-time communication and coordinating resolution efforts across multiple teams • Perform real-time schedule adjustments and operational support tasks as directed by the Workforce Management team • Provide support for critical 3rd party applications, acting as the liaison and working directly with vendor support teams for complex issues • Identify and implement process improvements to enhance system reliability and agent efficiency. • Additional duties as assigned WHAT YOU WILL BRING: • Required Qualifications (Minimum Requirements): • 1+ year of professional experience in a customer-facing or technical support role • In-depth knowledge of desktop application troubleshooting and operating system fundamentals • Proven proficiency with Microsoft Office 365 and Google Workspace (G Suite) • Exceptional dependability, reliability, and schedule flexibility to meet 24/7 operational needs • High sense of urgency and a demonstrated ability to remain efficient, calm, and focused while working under pressure during critical events • Outstanding verbal and written communication skills, with a focus on clear and empathetic technical explanations • Strong organizational and multi-tasking skills, with the ability to manage simultaneous critical activities • Availability to work night shifts and be flexible with scheduling to cover operational needs periodically • Preferred Qualifications (Highly Desired): • Experience working within virtual desktop environments (e.g., Island, Azure Virtual Desktop, or similar) • Technical background or degree (e.g., an Associate's/Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience) • Familiarity with Jira Ticket Management • Experience in a BPO or large-scale contact center environment • Comfortable working in a remote environment YOUR LIFE AND CAREER AT EXEMPLAR LUXURY GROUP: • Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation • Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate • Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental) • An amazing employee discount Benefits: We offer the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, basic life insurance, supplemental life insurance, disability insurance, and a variety of additional voluntary benefits (such as critical illness, hospital and accident insurance). Thank you for your interest with Exemplar Luxury Group. We look forward to reviewing your application. YOUR LIFE AND CAREER AT EXEMPLAR LUXURY GROUP: • Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation • Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate • Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental) • An amazing employee discount...