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

Vestcom•Little Rock, AR

About The Position

The Tier 1 Digital Support Coordinator provides after-hours frontline technical and client support across traditional print and digital media, including electronic shelf labels (ESL) and interactive digital displays. The role triages incoming requests, resolves common issues within a defined scope, and escalates complex or unresolvable issues to Tier 2 and Tier 3. The coordinator owns client issues from first contact through resolution and communicates clearly and professionally throughout the process. The schedule is 5:45 PM to 6:00 AM CST on three consecutive predetermined nights per week, with alternating Saturdays as needed. The coordinator also handles client-experience-focused tasks assigned by the manager, such as creating daily production tickets, sending daily third-party tracking information, and managing multiple inboxes.

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, including the ability to translate technical concepts for users.
Availability to work three consecutive predetermined overnight shifts per week, plus 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

Respond to inbound support requests through email, chat, and phone within SLA windows based on issue severity.
Triage and categorize tickets, resolving issues within Tier 1 scope and escalating those requiring higher-level support.
Guide clients through troubleshooting and problem-solving processes.
Own end-to-end issue resolution and lead client-facing communication through final resolution.
Coordinate with third-party vendors to resolve hardware issues.
Document issues in ticketing systems, including Zendesk, Workfront, and/or an 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.