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

Vestcom•Little Rock, AR

About The Position

The Tier 1 Digital Support Coordinator provides after-hours customer support across traditional print and emerging digital media, including electronic shelf labels (ESL) and interactive digital displays. The role combines frontline technical troubleshooting with a focus on delivering a frictionless, high-quality client experience. The coordinator triages incoming requests, resolves common issues within a defined scope, and escalates complex or unresolved issues to Tier 2 and Tier 3. The position requires ownership of client issues from first contact through resolution and clear, professional communication. The schedule is 5:45 PM to 6:00 AM CST for three consecutive predetermined nights per week, with alternating Saturdays as needed. The coordinator may also perform other 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 explain technical concepts to 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 inbound support requests via email, chat, and phone, responding within severity-based SLA windows.
Triage and categorize incoming tickets to determine whether they are within Tier 1 scope or need escalation.
Guide clients through troubleshooting and problem-solving processes.
Own end-to-end issue resolution, following issues through to resolution and leading client-facing communication.
Coordinate with third-party vendors to resolve hardware issues.
Document issues in ticketing systems, including 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 duties, including creating daily production tickets, sending daily third-party tracking information, and managing multiple inboxes.