Analyst, Technical Support

Job Title

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.

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

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

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.