Analyst, Technical Operations

NEPSE Trading; United States; Remote; USD 45,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Disability insurance

Voluntary benefits

Job summary

Exemplar Luxury Group seeks a strategic, forward-thinking technical mind to coordinate frontline technical support for our Customer Service operations. You will act as a liaison for internal associates and vendor partners, driving efficiency and real-time incident management in a fast-paced luxury retail environment.

You will manage access/licensing, support our omnichannel VOIP, and collaborate with multiple teams to streamline information flow and ticketing.

Qualifications

• 1+ year of professional experience in a customer-facing or technical support role.
• In-depth knowledge of desktop application troubleshooting and OS fundamentals.
• Proficiency with Microsoft Office 365 and Google Workspace (G Suite).
• Availability for 24/7 operational needs with strong dependability.
• Clear and empathetic technical communication under pressure.
• Strong organizational and multi-tasking abilities; willing to cover night shifts.

Responsibilities

• Provide exceptional internal technical customer service via Jira, phone, email, and chat.
• Execute account access and licensing administration for internal associates and partners.
• Support core contact center omnichannel and voice solutions operationally.
• Lead real-time incident communications and coordinate resolutions across teams.
• Adjust schedules and perform operational tasks as directed by Workforce Management.
• Assist with third-party applications and liaise with vendor support for complex issues.
• Identify and implement process improvements to boost system reliability and agent efficiency.

Skills

Customer-facing role

Technical support

Strong communication

Scheduling flexibility

Calm under pressure

Time management

Education

Associate's or Bachelor's in CS/IT

Practical experience welcomed

Tools

Office 365

Google Workspace

Jira

Azure Virtual Desktop

Island (virtual desktop)

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.

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.

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
• a variety of additional voluntary benefits (such as critical illness, hospital and accident insurance)

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