Digital Support Coordinator – Nights

• Serve as the first point of contact for inbound support requests via email, chat and phone
• Respond within a strict SLA window based on issue severity
• Triage and categorize incoming tickets
• Resolve common Tier 1 issues and escalate complex or unresolvable issues to Levels 2 and 3
• Guide clients through troubleshooting and problem-solving processes
• Own issues through final resolution and lead client-facing communication
• Coordinate with third-party vendors to resolve hardware issues
• Document issues in Zendesk, Workfront and/or the Internal Issue Log
• Contribute to and assist in maintaining an internal knowledge base
• Identify recurring issues and report them to the manager
• Create daily production tickets
• Send daily third-party tracking information
• Manage multiple inboxes
• Perform other client-experience-focused tasks assigned by the manager

• Bachelor's degree in business, marketing, IT, Computer Science or similar field
• 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 a plus
• 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
• Exceptional client facing communication skills with the ability to translate technical concepts for users
• Availability to work 3 consecutive predetermined nights per week, plus every other Saturday as needed
• Successful completion of a comprehensive background check and drug screening as a condition of employment

• 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