Technical Support Specialist

Company Description

Ingram Content Group (ICG) is hiring for a Technical Support Specialist to contribute to our Education Services team in LaVergne, TN, just outside the Nashville area. The person in this role provides technical support for various Ingram Education Services applications, open systems, data fulfillment and digital products. They will also communicate with customers regarding problem determination and resolution for these products and will use the incident tracking system to provide detailed descriptions of customer issues with clear and easy to reproduce steps.

Other responsibilities include determining the severity of problems and when to elevate higher priority issues to 3rd level support and upper-level management, continually improving the quality of support through product research and documentation, as well as maintaining and improving service levels.

Want to help explore and build new ways to deliver content to the world?

This position supports Ingram Education Services, an Ingram subsidiary, which is a major supplier of educational materials, textbooks, and instructional resources primarily serving schools and educators. IES is the authorized textbook depository for multiple states, ensuring that K-12 schools receive approved curriculum materials efficiently. The company works with publishers to distribute books and digital learning resources to public and private schools’ districts.

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

• Experience with Microsoft Office Suite
• Experience using Zendesk or Jira ticketing systems
• Experience writing technical documentation/help desk articles

• Provides technical support for various IES ordering, circulation, and rostering applications, as well as the processing of digital files into IES platforms.
• First point of contact to field inquiries from educational customers, libraries, publishers and internal users regarding ordering issues in Class Gather. Inquiries are received via phone, email and ticketing systems as Zendesk.
• Assists Class Gather users with password resets, administration basics, searching and troubleshooting.
• Provides Integrate customers with rough specifications and use cases as required; tracks and communicates changes related to that specific issue; tests changes to ensure compliance with request.
• 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 exhaustive

Hiring 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.

• 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 a gym for associates
• 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
• Casual Dress Code

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.

• EOE-Race/Gender/Veterans/Disabled
• We participate in EVerify.
• EEO Poster in English
• EEO Poster in Spanish