Technical Services Specialist (Ingram Library Services)

Job Description

Ingram Content Group (ICG) is hiring for two Technical Services Specialists to contribute to our Library Services (ILS) team in LaVergne, TN just outside Nashville.

In this role, you will perform and learn all aspects of daily ongoing support associated with smaller ILS customers including basic account setup, integration, grid setup, and testing. You will also serve as first-tier contact for operations staff as it relates to basic product support, customer supply reorders, and profile clarification, perform basic onboarding activities for smaller ILS clients, communicating timelines and project plans to libraries and ensuring the effectiveness of the plan during the set-up phase.  Additionally, you will coordinate and communicate all issues between Ingram and smaller libraries and track issue resolution to completion, until the library’s account(s) are in production, you will provide basic ongoing support for smaller ILS customers post-account setup by handling maintenance requests as well as troubleshooting, research, and resolution of cataloging & processing related issues.  The Technical Services Specialist maintains a positive attitude and fosters a positive customer experience, while meeting or exceeding the customers’ expectations.

You love supporting one library, but what if you could support thousands?

At Ingram, our Library Services teams curate titles and services for a wide range of libraries from small and rural libraries to multi-branch urban library systems. We focus on providing exceptional support to our library customers by improving workflows and processes with content, shelf-ready services, collection development and analytics -- all while developing and maintaining everlasting relationships with our clients. Our teams collaborate and innovate with a variety of skilled professionals and manage projects with quality and profitability in mind.

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 share that passion and are seeking an opportunity with a fast paced, customer-centric company offering a competitive salary and benefits, we can’t wait to meet you! 

Required Qualifications:

• Bachelor’s degree or directly related year-for-year experience
• 2 years of customer service experience

Preferred Skills:

• Experience working in libraries
• Project management experience
• Strong technical aptitude
• Customer facing experience

Key Responsibilities:

• Ensures accuracy of cataloging and processing setup through use of basic quality control test orders and buddy-check guidelines. 
• Onboards smaller clients, ensuring libraries understands Ingram cataloging and processing options available to them.
• Serves as assigned library’s primary contact, effectively communicating updates and changes regarding the client’s onboarding.
• Works with the library to ensure all specification information, including barcodes and RFID tags, labels templates, enriched labels and marc record needs are understood and set up correctly.
• Utilizes BookMARC and WORDS to correctly perform basic maintenance/updates, establish smaller shelf-ready accounts, provide tier 1 troubleshooting for cataloging and processing related issues, and to provide overall basic ongoing support to Ingram Library Services customers.
• Maintains and tracks assigned smaller projects, providing frequent updates in Sales Force (CRM).
• Learns setup processes for Opening Day Collection projects through partnering with Opening Day Collection Manager and customer.
• Ensures incoming customer emails are answered within 48-72 business hours of receipt.

Hiring Salary Range: $22.17/hr - $27.48/hr. 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.

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 Assistance programs, Group Legal, & more
  • Wellness program with access to onsite gym and basketball court for associates
• Encouraged continued education with our tuition reimbursement program