Digital Support Coordinator - Nights

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company. We are Making Possible™ products and solutions that help advance the industries we serve, providing branding and information solutions that optimize labor and supply chain efficiency, reduce waste and mitigate loss, advance sustainability, circularity and transparency and better connect brands and consumers. We design and develop labeling and functional materials, radio-frequency identification (RFID) inlays and tags, software applications that connect the physical and digital and offerings that enhance branded packaging and carry or display information that improves the customer experience.

Serving industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 35,000 employees in more than 50 countries. Our reported sales in 2025 were $8.9 billion. Learn more at

At Avery Dennison, some of the great benefits we provide are:

• Health & wellness benefits starting on day 1 of employment
• Paid parental leave
• 401K eligibility
• Tuition reimbursement
• Employee Assistance Program eligibility / Health Advocate
• Paid vacation and paid holidays

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 escalatem 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 is 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,…