Digital Support Coordinator - Night Shift, 5:45PM-6AM

Avery Dennison
Little Rock
Workplace: HybridFull timeFunction: Executive & General ManagementExperience: 3-5 yearsEducation: bachelorsSkills: ["Client-facing communication","Troubleshooting","Incident resolution","Multitasking","Ownership"]

Provide Tier 1 digital customer support for print and emerging digital channels, including electronic shelf labels (ESL) and interactive displays. You’ll triage inbound requests via email, chat, and phone within strict SLAs, troubleshoot issues within scope, and escalate complex cases to Tier 2/3. Own client communications end-to-end, document incidents in ticketing systems, maintain knowledge base materials, and help identify recurring issue patterns for daily operations.

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Avery Dennison
Avery Dennison
1 day ago

Digital Support Coordinator - Night Shift, 5:45PM-6AM

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Last checked: 17 hours agoStatus: Live

Job Summary

Provide Tier 1 digital customer support for print and emerging digital channels, including electronic shelf labels (ESL) and interactive displays. You’ll triage inbound requests via email, chat, and phone within strict SLAs, troubleshoot issues within scope, and escalate complex cases to Tier 2/3. Own client communications end-to-end, document incidents in ticketing systems, maintain knowledge base materials, and help identify recurring issue patterns for daily operations.
Location: Little Rock
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Mid level

Key Responsibilities

  • •Serve as first point of contact for inbound support requests via email, chat, and phone, triaging tickets for Tier 1 resolution or escalation.
  • •Guide clients through technical troubleshooting, process management, and end-to-end incident resolution while coordinating with third-party hardware vendors.
  • •Meticulously document issues in ticketing systems (Zendesk, Workfront, and/or internal issue log) and contribute to internal knowledge base maintenance.
  • •Identify recurring issue patterns to report to management and help drive daily operational tasks such as production tickets, third-party tracking, and inbox management.
  • •Work overnight support hours (5:45 PM–6:00 AM CST) for after-hours operations, including three predetermined nights per week with alternating Saturdays as needed.

Pay and Benefits

Perks:Health Insurance401k

Key Requirements

  • •Bachelor’s degree in business, marketing, IT, Computer Science, or a similar field.
  • •3 to 5 years of related business experience and/or training, preferably in customer service or technical support (or equivalent).
  • •Prior helpdesk experience and basic knowledge of Zendesk, SQL, KQL, Application Insights, and Databricks is a plus.
  • •Exceptional client-facing communication skills with the ability to translate technical concepts clearly and professionally.
  • •Availability to consistently work an overnight shift (5:45 PM–6:00 AM CST, 3 consecutive nights per week plus every other Saturday as needed).
Experience:3-5 years
Education:Bachelor's
Skills:Client-facing communicationTroubleshootingIncident resolutionMultitaskingOwnership
Languages:English
Tech Stack:ZendeskWorkfrontSQLKQLApplication InsightsDatabricks

Company Brief

Avery Dennison
Produces pressure-sensitive materials, labels, tags, packaging solutions, and RFID inlays and software for retail, logistics, and industrial customers. The company serves global brands with products that help identify, track, and enhance merchandise and supply chains.
Industry: Printing & Packaging
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Glendale, United States
Founded: 1935
WebsiteLinkedIn