Technical Support Specialist

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, open systems, data fulfillment and digital products; communicates with customers regarding problem determination and resolution for these products.  This specialist 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; continually improves the quality of support through product research and documentation; responsible for maintaining and improving service levels. This position is hybrid and requires 3 days a week to be in our corporate offices.

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 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!

The ideal candidate will have the following minimum qualifications: 

• High School diploma or GED
• 1 year of experience in Call Center or related Customer Service role
• 1+ years of experience supporting software and/or hardware/network
• 1 year of experience supporting a variety of Operating Systems and web browser versions

We have a preference for: 

• Experience supporting technical services
• Publishing or book industry experience
• Intermediate MS Excel experience, including data manipulation
• Experience with Zendesk or other call tracking or ticketing system

The Technical Supports Specialists key responsibilities are: 

• Provides technical support for publishers and retail partners in CoreSource, as well as related various Ingram distribution points, including VitalSource and LSI.
• Serves as first point of contact to field inquiries from publishers, internal users and retailers regarding content files, metadata and CoreSource operations.  Inquiries are received via phone, email and ticketing systems such as Zendesk. 
• Assists CoreSource users with password resets, administration basics, searching and troubleshooting. 
• Identifies and communicates potential CoreSource performance issues via Tier 3 support.
• Assists with setting up distribution channels in CoreSource for new publishers and/or partners. 
• Communicates the resolution to the customer and properly documents for escalation as needed.
• This list is not exhaustive

Perks/Benefits:

• A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
  • 10 vacation days & 10 sick days accrued annually and 3 personal days
  • 401K match, Life and AD&D, Employee Assistance programs, Group Legal, & more
  • Wellness program with access to onsite gym and basketball court for associates
• Avid reader? Numerous opportunities to engage with books and authors
  • Free card registration at the Nashville Public Library
• Encouraged continued education with our tuition reimbursement program
• Financial and in-kind opportunities to engage with non-profits in your community
  • Company match program for United Way donations
  • Volunteer opportunities and in-kind drives for non-profits throughout the year
• Take breaks or brainstorm in our game room with ping pong & foosball
• Casual Dress Code

The world is reading, and Ingram Content Group (“Ingram”) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries and educators, Ingram makes these services seamless and accessible through technology, innovation and creativity. With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print-on-demand, and digital learning. Ingram Content Group is a part of Ingram Industries Inc. and includes Ingram Book Group LLC, Ingram Publisher Services LLC, Lightning Source LLC, Ingram Library Services LLC, Tennessee Book Company LLC, Ingram Content Group UK Ltd. and Ingram Content Group Australia Pty Ltd. 

Ingram Content Group LLC is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish