Analyst, Technical Support

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 alsoresponsible 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 universityPreferred Qualifications (nice to have): BCA or any equivalent degree preferred Experience in a Desktop Engineer or similar roleRole 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 teamsStrategic Planning and Execution Data & Time ManagementYour Life and Career at Saks Global: 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)Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.