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

Vestcom; United States; Remote; USD 26,000 - 35,000; Full time

Benefits offered by this job

Health & wellness benefits starting on

Paid parental leave

401K eligibility

Tuition reimbursement

Employee Assistance Program

Paid vacation and holidays

Job summary

Avery Dennison Corporation is seeking a Tier 1 Digital Support Coordinator for an overnight shift (5:45 PM–6:00 AM CST, three nights/week with alternating Saturdays). The role focuses on triaging requests, resolving common issues, and elevating complex cases to Level 2/3 while ensuring a high-quality client experience across print and digital media.

You will be the first contact via email, chat, and phone, document all activities, and collaborate with third-party vendors to resolve hardware

Qualifications

• Bachelor's degree in business, marketing, IT, Computer Science or similar field.
• 3–5 years related business experience and/or training in customer service or technical support; or equivalent.
• Basic knowledge of Zendesk, SQL, KQL, Application Insights & Databricks is a plus.

Responsibilities

• Serve as the first point of contact for inbound support requests via email, chat and phone, responding within a strict SLA window based on severity level of issue.
• Triage and categorize incoming tickets to determine whether issues fall within Tier 1 resolution scope or require escalation.
• Guide clients through troubleshooting and problem solving processes; own end-to-end resolution and coordinate with third-party vendors for hardware issues.
• Document all issues in ticketing systems (Zendesk, Workfront) and contribute to internal knowledge base.
• Identify patterns or recurring issues and report to the manager.
• Assist in various client-experience tasks such as creating daily production tickets and sharing tracking information.

Skills

Troubleshooting

Communication

Multitasking

Incident resolution

Zendesk

SQL

KQL

Application Insights

Databricks

Education

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

Tools

Zendesk

SQL

KQL

Application Insights

Databricks

Job description

Company Description

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company. We are Making Possible™ products and solutions that help advance the industries we serve, providing branding and information solutions that optimize labor and supply chain efficiency, reduce waste and mitigate loss, advance sustainability, circularity and transparency and better connect brands and consumers. We design and develop labeling and functional materials, radio-frequency identification (RFID) inlays and tags, software applications that connect the physical and digital and offerings that enhance branded packaging and carry or display information that improves the customer experience. Serving industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 35,000 employees in more than 50 countries. Our reported sales in 2025 were $8.9 billion. Learn more at www.averydennison.com.

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

• Health & wellness benefits starting on day 1 of employment
• Paid parental leave
• 401K eligibility
• Tuition reimbursement
• Employee Assistance Program eligibility / Health Advocate
• Paid vacation and paid holidays

Job Description

This role is for after-hours support. The schedule is 5:45PM-6AM CST three (3) consecutive predetermined nights per week with alternating Saturdays as needed.This role will be on Nights, 5:45PM-6AM.

The Tier 1 Digital Support Coordinator assists in driving the strategic evolution of our unified 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 Areas of Responsibility:

Technical Troubleshooting & Resolution

• Serve as the first point of contact for inbound support requests via email, chat and phone, responding within a strict SLA window based on severity level of issue.
• Triage and categorize incoming tickets to determine whether issues fall within Tier 1 resolution scope or require escalation.
• Guide clients through troubleshooting and problem solving processes.
• Own end-to-end resolution by following issues through to final resolution while leading all client facing communication.
• Coordinate with third-party vendors to resolve hardware issues.

Process Management

• Meticulously document all issues in ticketing systems (Zendesk, Workfront and/or Internal Issue Log).
• Contribute to and assist in maintaining an internal knowledge base.

Process Improvement

• Identify patterns or recurring issues and report to the manager.

General

• Provide support for any other duties or tasks assigned by the manager, which will include various client experience focused tasks that include but are not limited to:
  • Creating daily production tickets
  • Sending out daily third party tracking information
  • Managing multiple inboxes

Qualifications

• Education: Bachelor's degree in business, marketing, IT, Computer Science or similar field.
• Industry Experience: 3 to 5 years related business experience and/or training, preferably in customer service or technical support, or an equivalent combination of education and work experience. Basic knowledge of Zendesk, SQL, KQL, Application Insights & Databricks is a plus. Prior experience supporting clients in a helpdesk setting is also a plus.
• Technical Skills: Possess the 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.
• Communication: Exceptional client facing communication skills with the ability to translate technical concepts for users.
• Availability: This is an overnight shift with a set schedule.You will be required to work 3 consecutive predetermined nights per week, plus every other Saturday as needed.

Additional Information

Pay Transparency:

The hourly range for this position is $19.00 - $25.34 / hourly. The hiring base hourly range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate’s relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time, subject to applicable law.

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.