Ingram Content Group (ICG) is hiring for a Technical Support Specialist to contribute to our Content Operations team in LaVergne, TN, just outside the Nashville area. This individual provides technical support for various Ingram Content applications, including electronic ordering, and iPage/CoreSource related applications for open systems, data fulfillment and digital products. The Technical Support Specialist communicates with customers regarding problem determination and resolution for these products; uses the incident tracking system to provide detailed descriptions of customer issues with clear and easy to reproduce steps; determines the severity of problems and when to escalate higher priority issues to 3rd level support and upper-level management. In this role, you are expected to continually improve the quality of support through product research and documentation and are also responsible for maintaining and improving service levels.Want to help explore and build new ways to deliver content to the world?At Ingram, our Technology team is blazing a trail by providing content distribution services to thousands of publishers with key initiatives around business intelligence, machine learning, continuous integration and omnichannel. We support diverse people and technology that highlights innovation through SaaS platforms, metadata, cloud, and containerization. Our teams are agile, and emphasize authenticity, creativity, and transparency upon a fact-based foundation. The world is reading, and it is our goal to connect as many people as possible to the content they want in the simplest ways. If you are an IT professional who strives to deliver results through collaborative partnerships, understanding what drives business, and enjoys working in a connected culture, we can’t wait to meet you!Required Qualifications:High School diploma or GED1 year of experience in Call Center or related Customer Service role1+ years of experience supporting software and/or hardware/network1 year of experience supporting a variety of Operating Systems and web browser versionsPreferred Qualifications:Experience supporting technical servicesPublishing or book industry experienceIntermediate MS Excel experience, including data manipulationExperience with Zendesk or other call tracking or ticketing systemKey Responsibilities:Provides technical support for iPage/CoreSource and various Ingram ordering applications, open systems and data fulfillment products, as well as the processing of digital files into ICG platforms.Provides technical support for publishers, bookstores, and retail website partners linked to iPage/CoreSource.Agents respond to questions from various Ingram distribution points, including Lightning Source and VitalSource or other 3rd party clients or customers.First point of contact to field inquiries from bookstores, libraries, publishers and internal users regarding ordering issues in iPage. Inquiries are received via phone, email and ticketing systems as Zendesk. Assists iPage and CoreSource users with password resets, administration basics, searching and troubleshooting. Integrates and supports customers with complex EDI specifications and use cases as required; tracks and communicates changes related to that specific issue; tests changes to ensure compliance with requests.Utilizes Excel and FTP/Webservice applications to assist with setup and multiple phases of testing to determine move to production for Integrate customers. Responds to calls/emails from external and internal customers about technical issues with software and internet products and services. Communicates the resolution to the customer and properly documents for escalation as needed.Ensures customer issues are addressed quickly upon receipt, adhering to our 24-48hr SLA.This list is not exhaustiveHiring Salary Range: $24.87/hour - $30.91/hour. This range represents the anticipated low and high end of the salary for this position. It will be determined by factors including but not limited to: the applicant’s education, experience, knowledge, skills, and abilities, geographic location, as well as internal equity and alignment with market data.
