Technical Operations Analyst – 24/7 Contact Center

060 SAKS & CO LLC; Town of Texas (WI); Hybrid; USD 51,000 - 68,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Basic life insurance

Supplemental life insurance

Disability insurance

Critical illness

Hospital and accident insurance

Additional voluntary benefits

Job summary

Exemplar Luxury Group is seeking a strategic, technically minded specialist to serve as the primary liaison for our Customer Service operations. You will coordinate front line technical assistance for internal teams and vendor partners, streamline information gathering, and drive timely updates during incidents across channels.

In this role you will support our core contact center systems, manage access and licensing, and collaborate with Workforce Management to adjust schedules.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer support

Desktop troubleshooting

Office 365

Reliability

Communication

Organization

Night shift availability

Education

Associate's/Bachelor's degree in CS/IT

Tools

Jira Ticket Management

Job description

Exemplar Luxury Group is seeking a strategic, technically minded specialist to serve as the primary liaison for our Customer Service operations. You will coordinate front line technical assistance for internal teams and vendor partners, streamline information gathering, and drive timely updates during incidents across channels.

In this role you will support our core contact center systems, manage access and licensing, and collaborate with Workforce Management to adjust schedules.