Analyst, Technical Operations

About the role

Exemplar Luxury Group is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman and Saks OFF 5TH. Powered by talented colleagues, we are redefining luxury shopping by offering each customer a personalized experience across our store network and e‑commerce platforms. Through strong partnerships with the world’s most esteemed brands, cutting‑edge technology and the industry’s most comprehensive luxury customer data, Saks Global is shaping the future of retail. 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.

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

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

Qualifications

• 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

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Basic life insurance
• Supplemental life insurance
• Disability insurance
• Variety of additional voluntary benefits (such as critical illness, hospital and accident insurance)
• Comprehensive benefits package for all eligible full‑time employees
• Amazing employee discount

Pay

Salary Range $51,000 - $68,000* Compensation for this role varies by geographic location. The listed range reflects multiple markets, including higher‑cost areas. Actual starting pay will be determined based on work location, experience, and other job‑related factors.

Schedule

Availability to work night shifts and be flexible with scheduling to cover operational needs periodically; role requires schedule flexibility to meet 24/7 operational needs.