Night-Shift Digital Support Specialist

Vestcom; Little Rock (AR); Presencial; USD 26.000 - 35.000; Jornada completa

Descripción de la vacante

Avery Dennison is seeking a Tier 1 Digital Support Coordinator to provide after-hours technical support for ESL and digital displays. The role triages requests, resolves common issues within a defined scope, and escalates complex problems while maintaining a high-quality client experience.

This overnight shift runs 5:45 PM–6:00 AM CST three nights weekly with alternating Saturdays. Responsibilities include incident resolution, strict SLA adherence, ticket documentation, and collaboration with

Formación

• Bachelor's degree or equivalent in business, marketing, IT, CS or similar field.
• 3–5 years of related business experience in customer service or technical support or equivalent.
• Strong troubleshooting and incident resolution skills; multitask across support portals.

Responsabilidades

• Serve as the first point of contact for inbound support via email, chat and phone within SLA.
• Triage and categorize tickets to determine Tier 1 vs escalation needs.
• Guide clients through troubleshooting and problem solving processes.
• Own end-to-end resolution with clear client communication.
• Coordinate with third-party vendors to resolve hardware issues.
• Document issues in Zendesk, Workfront and internal logs.
• Contribute to and maintain the internal knowledge base.
• Identify patterns and report to the manager.

Conocimientos

Troubleshooting

Client communication

Multitasking

Educación

Bachelor's degree in business/marketing/IT/CS

3–5 years related experience

Herramientas

Zendesk

SQL

KQL

Application Insights

Databricks

Descripción del empleo

Avery Dennison is seeking a Tier 1 Digital Support Coordinator to provide after-hours technical support for ESL and digital displays. The role triages requests, resolves common issues within a defined scope, and escalates complex problems while maintaining a high-quality client experience.

This overnight shift runs 5:45 PM–6:00 AM CST three nights weekly with alternating Saturdays. Responsibilities include incident resolution, strict SLA adherence, ticket documentation, and collaboration with