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, 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 GED 1 year of experience in Call Center or related Customer Service role 1+ years of experience supporting software and/or hard