技术运营分析师
Analyst, Technical Operations
职位描述：
我们是谁：
Exemplar Luxury Group 是全球最大的多品牌奢侈零售商，旗下包括 Saks Fifth Avenue、Neiman Marcus、Bergdorf Goodman 和 Saks OFF 5TH。凭借我们才华横溢的员工，我们正在重新定义奢华购物体验，通过我们的门店网络和电子商务平台为每位客户提供个性化服务。通过与全球最负盛名品牌的强大合作，以及前沿技术与业内最全面的奢侈品客户数据，Saks Global 正在塑造零售业的未来。
你将负责：
你是一位具有战略眼光、前瞻思维的技术人员，在快节奏、以客户为中心的环境中擅长解决复杂问题。该职位是客户服务中心运营的技术联络人和责任点，推动效率提升并减少停机时间。你将是技术运营的首要联系人，负责协调所有客服中心员工和供应商合作伙伴的一线技术支持。这包括与团队协作优化信息收集流程，协调精准的技术工单，并提供持续运营业务的关键更新。
你将负责：
作为技术运营专员，你将负责以下工作：
- 通过 Jira、电话、邮件和聊天渠道，为我们的客服团队提供卓越的内部技术支持
- 执行内部员工和服务合作伙伴的账户访问和许可管理，注重安全性和效率
- 为我们的核心客服中心全渠道和语音解决方案提供运营支持
- 在技术事件期间担任运营联系人，推动实时沟通并在多个团队之间协调解决工作
- 根据劳动力管理团队的指示，执行实时排班调整和运营支持任务
- 为关键第三方应用提供支持，作为联络人直接与供应商支持团队合作处理复杂问题
- 识别并实施流程改进，以提高系统可靠性和代理效率
- 其他指派的任务
你将具备：
必备资格：
- 1 年以上面向客户或技术支持岗位的专业经验
- 熟悉桌面应用程序故障排除和操作系统基础
- 熟练使用 Microsoft Office 365 和 Google
查看英文原文
WHO WE ARE:
Exemplar 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.
Job Description:
WHO WE ARE:
Exemplar 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.
Visit exemplarluxurygroup.com for more information, and follow Exemplar Luxury Group on LinkedIn.
YOU WILL BE:
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 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 YOU WILL BRING:
- Required Qualifications (Minimum 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
- Preferred 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 Management
- Experience in a BPO or large-scale contact center environment
- Comfortable working in a remote environment
YOUR LIFE AND CAREER AT EXEMPLAR LUXURY GROUP:
- 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
Benefits: 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.
YOUR LIFE AND CAREER AT EXEMPLAR LUXURY GROUP:
- 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
Benefits: 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 .
Salary 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.
Originally posted on Himalayas