Analyst, Technical Operations
Core
Technical liaison and accountability point for Customer Service operations, driving efficiency and minimizing downtime for a luxury retail contact center.
Role type
Technical Operations Specialist (IC)
Builds
Operational stability for omnichannel and voice contact center solutions
Domain
Retail / Contact Center Operations
Deliverable
client delivery
Required skills
Desktop application troubleshooting, Operating system fundamentals, Microsoft Office 365, Google Workspace, Jira ticket management, Vendor liaison coordination, Incident response communication, Schedule adjustment
Preferred skills
Virtual desktop environments (Island, Azure Virtual Desktop), BPO or large-scale contact center experience
Responsibilities
Provide internal technical customer service via Jira, phone, email, and chat; Execute account access and licensing administration; Provide operational support for core contact center omnichannel and voice solutions; Act as operational point of contact during technical incidents; Perform real-time schedule adjustments; Provide support for critical 3rd party applications; Identify and implement process improvements
Seniority
Junior, hands-on IC
