Overnight Tier 1 Digital Support Specialist

Vestcom; Little Rock (AR); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health Insurance

401(k) Retirement Plan

Short-Term Disability Insurance

Job summary

Avery Dennison is seeking a Tier 1 Digital Support Coordinator to drive the evolution of customer support models across print and digital media, including ESL and interactive displays. The role blends frontline troubleshooting with ensuring a high-quality client experience and ownership from first contact to resolution.

You triage requests, work within SLA, document issues in Zendesk and related systems, and escalate complex problems.

Qualifications

• Bachelor's degree in business, marketing, IT, CS, or similar field.
• 3–5 years of customer service or technical support experience.
• Strong communication and troubleshooting skills.
• Knowledge of Zendesk and data/query tools is a plus.

Responsibilities

• Hybrid schedule with overnight shift (5:45 PM–6:00 AM CST, three nights per week).
• First point of contact for inbound requests via email, chat, and phone within SLA.
• Triaging tickets to determine Tier 1 resolution or escalation.
• Guide clients through troubleshooting and incident resolution while maintaining ownership of communications.
• Document all issues in ticketing systems and contribute to knowledge base.

Skills

Exceptional client-facingcommunication

Strong troubleshooting

Clear technical communication

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 to drive the evolution of customer support models across print and digital media, including ESL and interactive displays. The role blends frontline troubleshooting with ensuring a high-quality client experience and ownership from first contact to resolution.

You triage requests, work within SLA, document issues in Zendesk and related systems, and escalate complex problems.