Analyst, Technical Operations

Saks Global is a multi-brand luxury retailer operating across store networks and e-commerce platforms. The Analyst, Technical Operations role provides technical support for Customer Service operations, administers access and licensing, coordinates incident resolution, supports contact center systems and applications, and improves operational reliability.

What you'll do:

• 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

What they're looking for:

• 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
• 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:

• Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation
• Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate
• Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental)
• An amazing employee discount
• Medical insurance, subject to applicable eligibility requirements
• Dental insurance, subject to applicable eligibility requirements
• Vision insurance, subject to applicable eligibility requirements
• 401(k) retirement plan, subject to applicable eligibility requirements
• Basic life insurance, subject to applicable eligibility requirements
• Supplemental life insurance, subject to applicable eligibility requirements