Overnight Digital Support Specialist

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

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.