Digital Support Coordinator - Nights, 5:45PM-6AM

Job description

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

Qualifications

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.