Digital Support Coordinator - Nights, 5:45PM-6AM
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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
Requirements
Department: Customer Service & Support
Function: Customer Service
Experience Level: Not Applicable