Digital Support Coordinator - Nights (Digital Support)

Location: Little Rock, AR, United States; onsite night shift from 5:45PM to 6AM CST

Salary: $19.00–$25.34 per hour

Company

hirify.global is a global materials science and digital identification solutions company developing labeling and functional materials, RFID inlays and tags, software applications, and branded packaging solutions for industries including retail, e-commerce, logistics, pharmaceuticals, and automotive.

What you will do

• Act as the first point of contact for support requests through email, chat, and phone, responding within severity-based SLA windows.
• Triage tickets, resolve Tier 1 issues, guide clients through troubleshooting, and escalate complex or unresolved incidents to Levels 2 and 3.
• Own issues through final resolution and lead clear client-facing communication.
• Coordinate with third-party vendors on hardware issues.
• Document incidents in Zendesk, Workfront, and/or internal issue logs and help maintain the knowledge base.
• Identify recurring issues, report patterns to the manager, create daily production tickets, send third-party tracking information, and manage multiple inboxes.

Requirements

• Bachelor’s degree in business, marketing, IT, computer science, or a similar field, or an equivalent combination of education and work experience.
• 3 to 5 years of related business experience and/or training, preferably in customer service or technical support.
• Ability to multitask across multiple support portals and dashboards.
• Strong troubleshooting and incident-resolution skills.
• Exceptional client-facing communication skills and the ability to explain technical concepts to users.
• Ability to work in a fast-paced, demanding environment.
• Availability for three consecutive predetermined overnight shifts per week, plus every other Saturday as needed.

Nice to have

• Basic knowledge of Zendesk, SQL, KQL, Application Insights, and Databricks.
• Prior experience supporting clients in a helpdesk setting.

Culture & Benefits

• Health and wellness benefits from the first day of employment.
• Paid parental leave, vacation, and holidays.
• 401(k) eligibility and tuition reimbursement.
• Employee Assistance Program and Health Advocate eligibility.
• Employment is subject to a post-offer background check and drug screening.

Hiring process

• Hiring includes video and/or in-person interviews and may include a brief photo for identity verification.
• Reasonable accommodation support is available during the application process.