Digital Support Coordinator - Nights, 5:45PM-6AM

Avery Dennison•Little Rock, AR

1d•$19 - $25

About The Position

The Tier 1 Digital Support Coordinator provides after-hours support and helps deliver a frictionless, high-quality customer experience across traditional print and emerging digital media, including electronic shelf labels (ESL) and interactive digital displays. The role combines front-line technical troubleshooting with customer support. The coordinator triages incoming requests, resolves common issues within the Tier 1 scope, and escalates complex or unresolved issues to Tier 2 and Tier 3, while taking ownership of client issues through resolution and communicating clearly and professionally. The schedule is 5:45 PM–6:00 AM CST for three consecutive predetermined nights per week, with alternating Saturdays as needed. The role also includes client-experience tasks assigned by the manager.

Requirements

Bachelor’s degree in business, marketing, IT, computer science, or a similar field.
Three to five years of related business experience and/or training, preferably in customer service or technical support, or an equivalent combination of education and work experience.
Ability to multitask across various support portals and/or dashboards.
Strong troubleshooting and incident-resolution skills.
Ability to work in a fast-paced, demanding environment.
Exceptional client-facing communication skills and ability to translate technical concepts for users.
Availability to work three consecutive predetermined overnight shifts per week and every other Saturday as needed.

Nice To Haves

Basic knowledge of Zendesk, SQL, KQL, Application Insights, and Databricks.
Prior experience supporting clients in a helpdesk setting.

Responsibilities

Serve as the first point of contact for support requests received by email, chat, and phone, responding within SLA windows based on issue severity.
Triage and categorize tickets, determine whether they are within Tier 1 scope, and escalate issues as needed.
Guide clients through troubleshooting and problem-solving processes.
Follow issues through to resolution and lead all client-facing communication.
Coordinate with third-party vendors to resolve hardware issues.
Document issues in ticketing systems such as Zendesk, Workfront, and/or the Internal Issue Log.
Contribute to and help maintain an internal knowledge base.
Identify recurring issues or patterns and report them to the manager.
Perform other assigned client-experience tasks, including creating daily production tickets, sending daily third-party tracking information, and managing multiple inboxes.