Analyst, Technical Support

Job Description:

Who We Are:

Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, Saks OFF 5TH, Last Call and Horchow. Its retail portfolio includes 70 full-line luxury locations, additional off-price locations and five distinct e-commerce experiences. With talented colleagues focused on delivering on our strategic vision,  The Art of You,   Saks Global is redefining luxury shopping by offering each customer a personalized experience that is unmistakably their own .  By leveraging the most comprehensive luxury customer data platform in North America, cutting-edge technology, and strong partnerships with the world's most esteemed brands, Saks Global is shaping the future of luxury retail.
Saks Global Properties & Investments includes Saks Fifth Avenue and Neiman Marcus flagship properties and represents nearly 13 million square feet of prime U.S. real estate holdings and investments in luxury markets.

Role Summary:

This position is accountable for coordinating all aspects of Workforce Management and BPO Partner administration, including working with the Workforce Management team and BPO agents and leadership to gather information, coordinating prescriptive ticketing, and maintaining updates for ongoing activities. This position helps with troubleshooting system access issues with all CS Applications, Virtual Desktops, MFA Security tokens and closely collaborating with all areas of IT to streamline solutions. This position is also
responsible for leading center outages through effective communication while providing excellent internal customer service.

Key Qualifications:

● Minimum 1 year of Customer Service Experience in a US/ UK voice process
● In depth knowledge of desktop application troubleshooting
● Experience working within virtual desktop environments (Island and Azure preferred)
● Excellent dependability, reliability and flexibility
● Proficiency with Microsoft Office 365 and G Suite
● High Sense of Urgency and ability to work efficiently under pressure
● Excellent verbal communication skills
● Outstanding multi-tasking skills
● Should be open to work in night shifts
● Graduate/ Under-Graduate from a recognized university
Preferred Qualifications (nice to have):
● BCA or any equivalent degree preferred
● Experience in a Desktop Engineer or similar role

Role Description:

Operational Management
● Internal customer service/1st level technical support and troubleshooting via Phone Calls, Email and Chat
● Account/Access/Licensing administration for associates and Service Partners
● Support for contact center omnichannel and voice solutions
● Assist with Incident Management events and communications
● Real-time schedule adjustments for internal staff
● Support for 3rd party applications/working with vendor support teams

Strategic Planning and Execution
● Data & Time Management

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

*The above expected salary range may have some variability based upon factors including, but not limited to, a candidate’s overall experience, qualifications, and geographic location. If you are interested in the role, we encourage you to apply and, if selected to move forward in the interview process, you will have a chance to speak with our recruitment team regarding your specific salary expectations.

This position is approved for INTERNAL hiring only. Please do not share outside of the organization.