Job Description Job Overview The Customer Support Specialist is a hybrid role that provides technical support for users of Avery Dennison software and hardware applications that are used in a broad range of industries. The Support Specialist is the first line of support for our customers. This role involves call-taking and escalating tickets and service requests to the appropriate teams as well as interfacing directly with customers and solving problems using phone, email, and chat portals. In our fast-paced environment, support is provided in a professional, efficient, and precise manner.  Our customers have high expectations for quick and accurate help.  Responsibilities

• Will provide first level technical support in a friendly, helpful and customer oriented manner.  
• Take down customer information and route to the appropriate technical team or field service technician
• Walk customers through the problem-solving process using phone, email and/or chat
• Share resolutions to customer issues in a timely way
• Follow up with customers, provide feedback and see problems through to resolution
• Properly escalate unresolved queries to the next level
• Track, route and redirect problems to correct resources
• Update customer data
• Update knowledge base articles
• Demonstrate excellent customer service skills as well as an understanding of the product and the customer environment
• Exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommend procedure modifications or improvements
• Maintain and grow knowledge of Support’s procedures, products, and services

Qualifications Requirements

• Initial working hours will be 8am to 5pm EST, but are subject to change as support activity and volumes fluctuate
• Proficiency in English. Proficiency in French, German, and/or Spanish is a plus.
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Experience in retail or the QSR industry is a plus.

Additional Information This is a hybrid role. The salary range for this position is $55,000-75,000/ year. The hiring [base salary / wage rate] range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate’s relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time, subject to applicable law. ►   Additional Requirements

• Compliance with applicable Company policies maintaining a drug free workplace is required
• Compliance with all Company policies is required including all safety policies and procedures

►   Supervisory Responsibilities  None. ►   Management Disclaimer Management reserves the right to revise, change or modify the duties and responsibilities of this position at any time to meet business and organizational needs. This position description may not list all duties for this position. The incumbent in the position may be asked to perform other duties. This position description is not a contract for employment and either the incumbent or the Company may terminate employment at any time, for any reason.