Job Description

The Genesis Group (Gencore Candeo, Ltd.) is seeking an experienced, resourceful Integration Representative to join our growing team. In this position the successful candidate will use their technical, project management, and customer service skills to guide county agencies and bondsman through the transition from paper bail bonds to electronic bonds, providing timely updates to collaborators and team leaders throughout the process. The candidate will also work to ensure product satisfaction and maintain a positive relationship with the county and bondsmen. The candidate must learn about and understand all aspects of the county’s bonding process to effectively tailor the eBONDS™ experience to exceed their needs. Customers include county jails, bond agencies, and other public and private entities involved with the bond process.

The eBONDS Customer Integration Representative is a technical support professional who will provide onsite and remote installation, configuration, training, and troubleshooting assistance of the eBONDS solution to customers throughout the United States. This position also includes the creation and refinement of documentation used for eBONDS. This position requires extensive travel.

Qualifications

• Proficient with the Microsoft Office Suite, Sharepoint, Google Chrome, and Adobe PDF creation
• Understand basic computer hardware and software troubleshooting
• Must demonstrate a basic understanding of database queries
• Must demonstrate a fundamental understanding of basic IT network infrastructure
• Demonstrate excellent verbal and written communication skills
• Ability to effectively work independently and efficiently
• Self-motivated, detail-oriented and organized
• Honesty, integrity, and good moral judgment
• Ability to build strong interpersonal relationships with customers and employees
• Experience creating new and refining current workflow processes
• Demonstrate outside-the-box thinking
• Project Management experience desired
• Ability to deliver technical training to audiences with varying degrees of technical expertise
• Experience with the booking and bonding process as to effectively communicate with jail staff, bondsmen, and other city/county officials regarding book in/book out procedures including relevant laws, inmate charges, the bonding process, etc., is preferred but not required

Job Requirements

• Provide remote operational support to end users of eBONDS
• Provide remote and onsite hardware and software installation and configuration for new customers
• Travel within the United States for on-site for installation, configuration, and training
• Occasional travel to trade shows to assist sales personnel in the Genesis eBONDS vendor booth
• Interact with the development and support teams to resolve implementation issues and/or provide suggestions for product improvement
• Effectively communicate milestones from multiple projects in a timely manner to Genesis, the county, and their bond agents, keeping all parties accountable in meeting milestones
• Creatively align existing customer process with eBONDS
• Provide daily updates to stakeholders on implementation projects
• Enter details of each customer support session or project in ticketing software so that customer support history can be maintained
• Identify process gaps and implement changes to address and improve them
• Escalation support for front line after-hours support on a rotating basis
• This position requires heavy travel

Details

• Salary, full-time, generally 8:00am-5:00pm
• 4-day work week (Monday – Thursday)
• Position located in Tyler, TX
• Genesis provides a full and very competitive benefits package
• Extensive travel required