Digital Support Coordinator - Night Shift, 5:45PM-6A - Little Rock, AR

Tier 1 Digital Support Coordinator

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.