Technical Support Specialist
Core
Provides technical support for Ingram Content applications including electronic ordering, iPage/CoreSource, open systems, data fulfillment, and digital products for publishers, bookstores, and retail partners.
Role type
Technical Support Specialist (L1/L2)
Builds
Supports iPage/CoreSource and various Ingram ordering applications, open systems and data fulfillment products, as well as the processing of digital files into ICG platforms.
Domain
Publishing and content distribution technology
Deliverable
client delivery
Required skills
software and/or hardware/network support, operating systems and web browser support, ticketing system usage, EDI specifications integration, FTP/Webservice application usage, Excel data manipulation
Preferred skills
publishing or book industry experience, Zendesk or call tracking system experience
Technologies
Zendesk, iPage, CoreSource, Lightning Source, VitalSource, FTP, Webservice applications
Responsibilities
Responds to inquiries via phone, email, and ticketing systems regarding ordering issues; assists users with password resets, administration basics, searching, and troubleshooting; integrates and supports customers with complex EDI specifications; tests changes to ensure compliance; documents issues for escalation; adheres to 24-48hr SLA.
Seniority
Entry-level to Junior, hands-on IC