Analyst, Technical Operations

This is a Fully Remote Job About Our Client: Exemplar Luxury Group is a luxury retail collective uniting prominent brands across Neiman Marcus, Saks Fifth Avenue, and Bergdorf Goodman. Operating within the luxury retail industry, the organization addresses the challenge of delivering exceptional customer experiences by offering curated product assortments and personalized service through an integrated retail model. It maintains strong partnerships with leading luxury brands and leverages data insights to enhance customer relationships and set a standard of excellence in luxury retail. About the Opportunity: The ANALYST, TECHNICAL OPERATIONS serves as a technical liaison and accountability point for Customer Service operations, focusing on improving operational efficiency and minimizing downtime. This role acts as the primary contact for technical support within the Contact Center, coordinating assistance for employees and vendor partners, managing technical ticketing, and ensuring effective communication during operational activities. The position contributes by maintaining technical workflow continuity and enhancing system reliability, which is critical for seamless customer service delivery. Responsibilities: Provide internal technical customer service for the Customer Service team through Jira, phone, email, and chat Manage account access and licensing administration with attention to security and efficiency Support core contact center omnichannel and voice solutions operationally Serve as the operational point of contact during technical incidents, coordinating communication and resolution Perform schedule adjustments and operational support tasks as directed by Workforce Management Liaise with vendors for support of critical third-party applications Identify and implement process improvements to increase system reliability and agent efficiency Perform additional duties as assigned Requirements: Minimum 1 year of professional 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 support 24/7 operations Ability to remain calm and efficient under pressure during critical events Excellent verbal and written communication skills with clear, empathetic technical explanations Strong organizational and multitasking abilities Availability for night shifts and flexible scheduling as needed Preferred: Experience with virtual desktop environments, technical background or degree, familiarity with Jira, experience in large-scale contact centers, and comfort working remotely Pay Range and Compensation Package: The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Benefits & Perks: Medical, vision, and dental insurance 401(k) retirement plan Disability insurance Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.