Technical Support Specialist
Ingram Content Group
- Location
- La Vergne, TN
- Posted
- June 26, 2026
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Role overview
Ingram Content Group (ICG) is seeking a Technical Support Specialist to join our Content Operations team in LaVergne, TN. This role is crucial for providing technical assistance for a range of Ingram Content applications, including electronic ordering, iPage/CoreSource, open systems, data fulfillment, and digital products. You will be the primary point of contact for customers, diagnosing and resolving technical issues, and ensuring clear documentation of problems and solutions.
This position involves continuous improvement of support quality through product research and documentation, alongside maintaining and enhancing service levels. You will contribute to innovative content delivery methods, working within a technology team focused on business intelligence, machine learning, continuous integration, and omnichannel strategies. Our teams are agile and value authenticity, creativity, and transparency.
Key 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.
- Responds to inquiries from various Ingram distribution points, including Lightning Source and VitalSource, or other 3rd party clients or customers.
- Serves as the first point of contact for inquiries from bookstores, libraries, publishers, and internal users regarding ordering issues in iPage, received via phone, email, and ticketing systems like 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, tracking and communicating changes, and testing for compliance.
- Utilizes Excel and FTP/Webservice applications for setup and testing phases to facilitate customer integration to production.
- Responds to calls and emails from external and internal customers regarding technical issues with software and internet products and services.
- Communicates resolutions to customers and documents issues for escalation as needed.
- Ensures customer issues are addressed promptly upon receipt, adhering to our 24-48 hour SLA.
Requirements
- High School diploma or GED
- 1 year of experience in a 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
Preferred Qualifications
- 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
Compensation and Benefits
- Hiring Salary Range: $24.87/hour - $30.91/hour. This range will be determined by factors including education, experience, knowledge, skills, abilities, geographic location, internal equity, and market data.
- 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.