Night-Shift Digital Support Coordinator

Vestcom; United States; A distancia; USD 26.000 - 35.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health & wellness benefits starting on

Paid parental leave

401K eligibility

Tuition reimbursement

Employee Assistance Program

Paid vacation and holidays

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Troubleshooting

Communication

Multitasking

Incident resolution

Zendesk

SQL

KQL

Application Insights

Databricks

Educación

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

Herramientas

Zendesk

SQL

KQL

Application Insights

Databricks

Descripción del empleo

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