Analyst, Technical Operations

About the role

Exemplar Luxury Group is the largest multi-brand luxury retailer globally, including Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, and Saks OFF 5TH. Operating across physical stores and e-commerce platforms, the organization addresses the challenge of delivering personalized luxury shopping experiences by leveraging a combination of esteemed brand partnerships, advanced technology, and comprehensive customer data. The ANALYST, TECHNICAL OPERATIONS serves as a key technical liaison supporting Customer Service operations. This role ensures operational efficiency and minimal downtime by coordinating technical assistance for Contact Center employees and vendor partners. The position is critical in managing technical incident responses, streamlining support processes, and maintaining effective communication during operational activities.

Responsibilities

• Provide internal technical customer service for the Customer Service team via Jira, phone, email, and chat
• Manage account access and licensing for internal associates and service partners with a focus on security and efficiency
• Support core contact center omnichannel and voice solutions operationally
• Act as the operational contact during technical incidents and coordinate resolution efforts
• Perform real-time schedule adjustments and support tasks as directed by Workforce Management
• Liaise with vendor support teams for critical third-party application issues
• Identify and implement process improvements to enhance system reliability and agent efficiency
• Perform additional duties as assigned

Requirements

• Minimum 1 year of experience in customer-facing or technical support roles
• Strong knowledge of desktop application troubleshooting and operating system basics
• Proficiency with Microsoft Office 365 and Google Workspace
• Dependability and schedule flexibility to meet 24/7 operational needs
• Ability to work efficiently under pressure during critical events
• Excellent verbal and written communication skills
• Strong organizational and multitasking abilities
• Availability for night shifts and flexible scheduling

Qualifications

• Experience with virtual desktop environments
• Technical education or equivalent practical experience
• Familiarity with Jira Ticket Management
• Experience in BPO or large-scale contact center environments

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k) retirement plan
• Disability insurance

Pay

Salary range $51,000 - $68,000. Compensation varies by geographic location and is determined by work location, experience, and other job-related factors.