7 часов назад
Digital Support Coordinator - Night Shift, 5:45PM-6AM
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Digital Support Coordinator - Night Shift, 5:45PM-6AM (Technical Support): Triaging and resolving Tier 1 client support requests across print, electronic shelf labels, and interactive digital displays with an accent on troubleshooting, incident ownership, and clear client communication. Focus on SLA-driven ticket triage, escalating complex issues, documenting incidents in support systems, and identifying recurring operational problems.
Location: Little Rock, Arkansas, USA; hybrid overnight schedule from 5:45 PM to 6:00 AM CST, three consecutive predetermined nights per week, with alternating Saturdays as needed.
Company
A global materials science and digital identification solutions company operating in more than 50 countries.
What you will do
- Act as the first point of contact for inbound support requests through email, chat, and phone.
- Triage tickets within strict SLA windows, resolve Tier 1 issues, and escalate complex cases to Tier 2 and Tier 3.
- Guide clients through technical troubleshooting, process management, and end-to-end incident resolution.
- Own client communications and coordinate with third-party hardware vendors.
- Document issues in Zendesk, Workfront, and internal issue logs, while maintaining the knowledge base.
- Identify recurring issues and complete daily operational tasks, including production tickets, third-party tracking, and inbox management.
Requirements
- Bachelor’s degree in business, marketing, IT, computer science, or a related field, or an equivalent combination of education and experience.
- 3–5 years of related business experience or training, preferably in customer service or technical support.
- Strong client-facing communication skills and the ability to explain technical concepts clearly.
- Strong troubleshooting, incident resolution, multitasking, and issue ownership skills.
- Consistent availability for the overnight schedule: 5:45 PM–6:00 AM CST, three consecutive nights per week, plus every other Saturday as needed.
Nice to have
- Previous helpdesk experience.
- Basic knowledge of Zendesk, SQL, KQL, Application Insights, or Databricks.
Culture & Benefits
- Collaborative culture that values curiosity, courage, and diversity of thought.
- Medical and behavioral health insurance coverage.
- 401(k) plan with a 3% automatic company contribution and matching contributions.
- Company-paid short-term disability insurance covering 66 2/3% of base pay for up to 26 weeks.
Hiring process
- Video and/or in-person interviews are required for identity verification.
- Final candidates must complete a post-offer background check and drug screening.
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