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

VetJobs; Little Rock (AR); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health Insurance

401(k) Plan

Short-Term Disability

Job summary

Avery Dennison is seeking a Tier 1 Digital Support Coordinator in Little Rock, AR, to triage and resolve customer issues across print and ESL/digital displays.

You will handle inquiries by phone, email and chat, document cases, and escalate when needed, while maintaining strong client communication and a high standard of service.

Qualifications

• Bachelor's degree or higher in business, marketing, IT, CS or related field.
• 3–5 years in customer service or technical support; helpdesk experience plus Zendesk/SQL basics a plus.
• Strong client-facing communication and ability to translate technical concepts clearly.

Responsibilities

• Triage inbound support requests via email, chat and phone within SLA.
• Escalate complex issues to Tier 2/3 and coordinate with third-party vendors.
• Document issues in tickets and maintain knowledge base; report recurring patterns.

Skills

Customer communication

Troubleshooting

Incident resolution

Multitasking

Overnight shift availability

Education

Bachelor's degree in business, marketing, IT, Computer Science

Tools

Zendesk

SQL

KQL

Application Insights

Databricks

Job description

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

We are a global materials science and digital identification solutions company with locations in over 50 countries, and approximately 35,000 employees worldwide. As a science and innovation company, we believe that diverse teams are stronger teams. We are committed to fostering a culture of curiosity and courage, where you can grow your career with a company that has innovation in its DNA. Founded on creating real-world impact to enable a better future, we strive to provide an open, collaborative culture where diversity of thought is encouraged and respected. Hear from our employees about what it's like working at Avery Dennison.

Benefits

• Health Insurance: Access to our large network of medical and behavioral health professionals.
• Retirement: Employee Savings Plan (401(k) Plan): Avery Dennison supports your retirement readiness financially through company contributions to the 401(k) Plan. We encourage you to save as much as possible to meet your goals. You receive an automatic contribution of 3% of eligible pay (even if you contribute $0) plus a matching contribution of 50% on the first 7% of eligible pay you contribute.
• Health & Welfare Benefits: Short-Term Disability Insurance (Company paid): Replaces your base pay at 66 2/3% capped for up to 26 weeks.

Job Description

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 escalation 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 PM–6:00 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.

Minimum Education Required

Bachelors

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 PM–6:00 AM CST, 3 consecutive nights per week plus every other Saturday as needed).

City: Little Rock

State: Arkansas

Job_Category: Coordinator

Job Code: Manufacturing Manufacturing

Affiliate Sponsor: Avery Dennison