Analyst, Technical Operations

Exemplar Luxury Group Technical LiaisonExemplar 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 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 channelsExecute account access and licensing administration for internal associates and Service Partners, focusing on security and efficiencyProvide operational support for our core contact center omnichannel and voice solutionsAct as the operational point of contact during technical incidents, driving real-time communication and coordinating resolution efforts across multiple teamsPerform real-time schedule adjustments and operational support tasks as directed by the Workforce Management teamProvide support for critical 3rd party applications, acting as the liaison and working directly with vendor support teams for complex issuesIdentify and implement process improvements to enhance system reliability and agent efficiency.Additional duties as assignedWhat You Will Bring:Required Qualifications (Minimum Requirements):1+ year of professional experience in a customer-facing or technical support roleIn-depth knowledge of desktop application troubleshooting and operating system fundamentalsProven proficiency with Microsoft Office 365 and Google Workspace (G Suite)Exceptional dependability, reliability, and schedule flexibility to meet 24/7 operational needsHigh sense of urgency and a demonstrated ability to remain efficient, calm, and focused while working under pressure during critical eventsOutstanding verbal and written communication skills, with a focus on clear and empathetic technical explanationsStrong organizational and multi-tasking skills, with the ability to manage simultaneous critical activitiesAvailability to work night shifts and be flexible with scheduling to cover operational needs periodicallyPreferred 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 ManagementExperience in a BPO or large-scale contact center environmentComfortable working in a remote environmentYour Life and Career at Exemplar Luxury Group:Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformationExposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporateComprehensive benefits package for all eligible full-time employees (including medical, vision and dental)An amazing employee discountBenefits: 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, and a variety of additional voluntary benefits (such as critical illness, hospital and accident insurance).Thank you for your interest with Exemplar Luxury Group. We look forward to reviewing your application.Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with Exemplar Luxury Group and would like to request special assistance or an accommodation, please contact View email address on click.appcast.io Range $46,000 - $58,000*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. Saks Fifth Avenue