Technical Operations Analyst - 24/7 Incident & Support

Saks Fifth Avenue Llc; Town of Texas, Northern (WI, KY); Hybrid; USD 51,000 - 68,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Employee discount

Life insurance

Disability insurance

Job summary

Saks Fifth Avenue Llc is seeking an Analyst, Technical Operations for a remote Texas-based role. You will coordinate technical support and access administration for internal associates and service partners, ensuring smooth omnichannel operations.

Responsibilities include incident management, real-time scheduling support, and collaboration with vendor teams to resolve complex issues. A technical background and strong communication are essential.

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.
• Proficiency with Microsoft Office 365 and Google Workspace.
• Availability to work night shifts and flexible scheduling for 24/7 operations.
• Strong verbal and written communication with clear, empathetic technical explanations.
• Strong organizational and multi-tasking skills to manage critical activities.

Responsibilities

• Provide internal technical customer service for CS 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 core contact center omnichannel and voice solutions.
• Act as operational POC during technical incidents, coordinating resolution across multiple teams.
• Perform real-time schedule adjustments and operational support tasks with Workforce Management.
• Support for critical 3rd party applications, liaising with vendor support teams.
• Identify and implement process improvements to enhance system reliability and agent efficiency.

Skills

Customer-facing support

Desktop troubleshooting

Office 365

Google Workspace

Incident management

Communication

Scheduling/Workforce

Vendor coordination

Education

Associate's/Bachelor's degree in Computer Science or Information Technology

Tools

Jira Ticket Management

Job description

Saks Fifth Avenue Llc is seeking an Analyst, Technical Operations for a remote Texas-based role. You will coordinate technical support and access administration for internal associates and service partners, ensuring smooth omnichannel operations.

Responsibilities include incident management, real-time scheduling support, and collaboration with vendor teams to resolve complex issues. A technical background and strong communication are essential.