Technical Operations Analyst

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver outstanding internal technical support for the Customer Service team through Jira, phone, email, and chat

• Manage account access and licensing administration for internal associates and Service Partners, with an emphasis on security and efficiency

• Offer operational assistance for core contact center omnichannel and voice solutions

• Serve as the operational contact during technical incidents, facilitating real-time communication and coordinating resolution efforts across various teams

• Execute real-time schedule adjustments and operational support tasks as instructed by the Workforce Management team

• Provide support for critical third-party applications and directly engage with vendor support teams for complex issues

• Identify and implement process enhancements to improve system reliability and agent productivity

• Carry out additional responsibilities as assigned

⛳️ Requirements

• Over 1 year of professional experience in a customer-facing or technical support role

• Thorough understanding of desktop application troubleshooting and operating system fundamentals

• Demonstrated proficiency in Microsoft Office 365 and Google Workspace (G Suite)

• Exceptional dependability, reliability, and schedule flexibility to accommodate 24/7 operational requirements

• Strong sense of urgency and capability to remain efficient, calm, and focused under pressure during critical situations

• Excellent verbal and written communication skills, emphasizing clear and empathetic technical explanations

• Strong organizational and multitasking abilities, capable of managing multiple critical activities simultaneously

• Willingness to work night shifts and flexibility in scheduling to meet operational needs as required

• Experience with 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 setting

🏝️ Benefits

• Opportunity to work in a dynamic, fast-paced environment at a company undergoing significant growth and transformation

• Access to rewarding career advancement opportunities across the largest multi-brand luxury retailer, spanning retail, distribution, digital, and corporate sectors

• Comprehensive benefits package for all eligible full-time employees, including medical, vision, and dental coverage

• An exceptional employee discount

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) retirement plan

• Basic life insurance

• Supplemental life insurance

• Disability insurance

• Additional voluntary benefits, such as critical illness, hospital, and accident insurance