This role is for after-hours support. The schedule is 5:45PM-6AM CST three (3) consecutive predetermined nights per week with alternating Saturdays as needed. This role will be on Nights, 5:45PM-6AM.
The Tier 1 Digital Support Coordinator assists in driving the strategic evolution of our unified customer support models, ensuring a frictionless client experience across both traditional print and emerging digital media, including electronic shelf labels (ESL) and interactive digital displays. This hybrid role combines front line technical troubleshooting while focusing on providing a hassle free, high quality experience for every client. Your primary responsibility will be to triage incoming requests, resolve common issues within a defined scope and escalate complex or unresolvable issues to levels 2 and 3. The right person for this role is a detail driven problem solver who takes ownership of client issues from first contact to resolution and communicates with clarity and professionalism.
Key Areas of Responsibility:
Technical Troubleshooting & Resolution
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 by following issues through to final resolution while leading all client facing communication.
Coordinate with third-party vendors to resolve hardware issues.
Process Management
Meticulously document all issues in ticketing systems (Zendesk, Workfront and/or Internal Issue Log).
Contribute to and assist in maintaining an internal knowledge base.
Process Improvement
Identify patterns or recurring issues and report to the manager.
General
Provide support for any other duties or tasks assigned by the manager, which will include various client experience focused tasks that include but are not limited to:
Creating daily production tickets
Sending out daily third party tracking information
Managing multiple inboxes
Education: Bachelor's degree in business, marketing, IT, Computer Science or similar field.
Industry Experience: 3 to 5 years related business experience and/or training, preferably in customer service or technical support, or an equivalent combination of education and work experience. Basic knowledge of Zendesk, SQL, KQL, Application Insights & Databricks is a plus. Prior experience supporting clients in a helpdesk setting is also a plus.
Technical Skills: Possess the ability to multitask across various support portals and/or dashboards. Strong troubleshooting and incident resolution skills. Ability to work in a fast paced, demanding environment.
Communication: Exceptional client facing communication skills with the ability to translate technical concepts for users.
Availability: This is an overnight shift with a set schedule. You will be required to work 3 consecutive predetermined nights per week, plus every other Saturday as needed.
Pay Transparency:
The hourly range for this position is $19.00 - $25.34 / hourly. The hiring base hourly range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate’s relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time, subject to applicable law.
Equal Opportunity Employer:
Avery Dennison is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other protected status.
Reasonable Accommodations Notice:
If you require accommodations to view or apply for a job, alternative methods are available to submit an application. Please contact (440) 534-6000 or NA.TA.Operations@averydennison.com to discuss reasonable accommodations.
Identity Verification Notice:
To maintain the integrity of our hiring process and protect our candidates from identity fraud, we require video and/or in-person interviews. As part of this verification, we may also ask you to take a brief photo. This image is used exclusively to ensure identity consistency and will be permanently deleted once the hiring process concludes.
Pre-employment Screening Notice:
As part of our commitment to maintaining a safe and productive work environment, Avery Dennison requires all final candidates to successfully complete a comprehensive background check and a drug screening. These checks are conducted post-offer and are a condition of employment. All results will be considered in accordance with applicable local, state, and federal laws.