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

Socket.dev; Little Rock (AR); Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health Insurance

Retirement: 401(k) with company match

Health & Welfare Benefits: Short-Term/

Disability Insurance

Job summary

Avery Dennison is seeking a Tier 1 Digital Support Coordinator in Little Rock, AR. You will triage after-hours requests, resolve common issues, and escalate complex cases while owning client communications.

The role blends troubleshooting with process management and requires strong written communication, Zendesk knowledge, and the ability to work overnight shifts on a 3-night schedule, including some Saturdays.

Qualifications

• Bachelor's degree in business, marketing, IT, Computer Science, or similar field is required.
• 3 to 5 years of related business experience and/or training, preferably in customer service or technical support.
• Prior helpdesk experience and basic knowledge of Zendesk, SQL, KQL, Application Insights, & Databricks is a plus.
• Excellent client-facing communication skills with ability to translate technical concepts clearly.
• Strong troubleshooting and incident resolution skills in a fast-paced environment.

Responsibilities

• Hybrid schedule with overnight shift (5:45 PM–6:00 AM CST, three nights per week; alternating Saturdays as needed).
• Serve as first point of contact for inbound support via email, chat, and phone within SLA; triage for Tier 1 resolution or escalation.
• Guide clients through troubleshooting and incident resolution while owning communications and coordinating with third-party vendors.
• Document all issues in ticketing systems (Zendesk, Workfront, etc.) and contribute to knowledge base maintenance.
• Identify recurring issues and perform daily operational tasks including production tickets and inbox management.

Skills

Client-facing communication

Troubleshooting

Ownership & accountability

Education

Bachelor's degree in business, marketing, IT, CS, or similar

Tools

Zendesk

SQL

KQL

Application Insights

Databricks

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 elevate 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.

• 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).

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 [phone] or [e-mail] 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.

Why join Avery Dennison

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. Learn more at www.averydennison.com.

Benefits

At Avery Dennison, some of the great benefits we provide are:

• 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.