Digital Support Coordinator - Night Shift, 5:45PM-6AM

Digital Support Coordinator - Night Shift, 5:45PM-6AM

The Tier 1 Digital Support Coordinator assists in driving the strategic evolution of our customer support models, ensuring a frictionless client experience across both traditional print and emerging digital media, including electronic shelf labels (ESL) and interactive digital displays. This hybrid role combines front line technical troubleshooting while focusing on providing a hassle free, high quality experience for every client. Your primary responsibility will be to triage incoming requests, resolve common issues within a defined scope and escalate complex or unresolvable issues to levels 2 and 3. The right person for this role is a detail driven problem solver who takes ownership of client issues from first contact to resolution and communicates with clarity and professionalism.

Key Responsibilities

• Hybrid schedule: Overnight shift supporting after-hours operations (5:45 PM6:00 AM CST, three consecutive predetermined nights per week with alternating Saturdays as needed).
• Serve as the first point of contact for inbound support requests via email, chat, and phone within a strict SLA window, triaging tickets to determine Tier 1 resolution or necessary escalation.
• Guide clients through technical troubleshooting, process management, and end-to-end incident resolution while maintaining primary ownership of client communications and coordinating with third-party hardware vendors.
• Meticulously document all issues in ticketing systems (Zendesk, Workfront, and/or Internal Issue Log) and contribute to internal knowledge base maintenance.
• Identify recurring issue patterns to report to management and execute daily operational tasks including production tickets, third-party tracking, and inbox management.

Qualifications

• Bachelor's degree in business, marketing, IT, Computer Science, or a similar field.
• 3 to 5 years of related business experience and/or training, preferably in customer service or technical support (or equivalent combination of education and experience); prior helpdesk experience and basic knowledge of Zendesk, SQL, KQL, Application Insights, & Databricks is a plus.
• Exceptional client-facing communication skills with the ability to translate technical concepts clearly and professionally for users.
• Strong troubleshooting, incident resolution, and multitasking skills across various support portals/dashboards in a fast-paced environment.
• Availability to consistently work an overnight shift (5:45 PM6:00 AM CST, 3 consecutive nights per week plus every other Saturday as needed).

Additional Information

• Equal Opportunity Employer
• Avery Dennison is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other protected status.
• Reasonable Accommodations Notice
• If you require accommodations to view or apply for a job, alternative methods are available to submit an application. Please contact View phone number on click.appcast.io or View email address on click.appcast.io to discuss reasonable accommodations.
• Identity Verification Notice
• To maintain the integrity of our hiring process and protect our candidates from identity fraud, we require video and/or in-person interviews. As part of this verification, we may also ask you to take a brief photo. This image is used exclusively to ensure identity consistency and will be permanently deleted once the hiring process concludes.
• Pre-employment Screening Notice
• As part of our commitment to maintaining a safe and productive work environment, Avery Dennison requires all final candidates to successfully complete a comprehensive background check and a drug screening. These checks are conducted post-offer and are a condition of employment. All results will be considered in accordance with applicable local, state, and federal laws.