Job Description

INGRAM CONTENT GROUP (ICG) is hiring for a TECHNICAL SUPPORT SPECIALIST to join our Application Services team in LAVERGNE, TN (Greater Nashville Area). This individual will provide 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.  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.

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!

REQUIRED QUALIFICATIONS:

• High School diploma or GED
• 1-year experience in Call Center or related Customer Service role
• 1-year experience supporting a variety of Operating Systems and web browser versions

PREFERRED SKILLS:

• 1-year experience supporting software and/or hardware/network
• Experience in the book industry
• Able to work remote and come onsite in the office as needed

KEY RESPONSIBILITIES:

• 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.
• Ensures customer issues are addressed quickly upon receipt, adhering to our 24-48hr SLA
• THIS LIST IS NOT EXHAUSTIVE

Additional Information

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 Assistant programs, Group Legal, & more
  • Wellness program with access to local fitness centers for one low price - onsite gym and basketball court for associates
• Avid reader? Numerous opportunities to engage with books and authors
  • Author events & book signings
  • Up to 40% discount off books at Ingram’s First Edition Bookstore
  • Free card registration at the Nashville Public Library
  • Free advance copies available throughout our HQ in Greater Nashville
  • Discounted offers to self-publish with IngramSpark®!
• 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, VitalSource Technologies LLC, Ingram Library Services LLC, and Tennessee Book Company LLC.

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 _