JOB DESCRIPTION

The Genesis Group (Gencore Candeo, Ltd.) is seeking an experienced, driven, and resourceful team player to join our growing technical team. In this position the successful candidate will use their technical and customer service skills to support eBONDS customers. The candidate will also work to ensure product satisfaction and maintain a positive relationship with the county and bondsmen. Customers include county jails, bond agencies, and other public and private entities involved with the bail bond process. The candidate will also support the Integration team with document refinement and data entry for new tenants.

The successful candidate is an experienced technical support professional who will provide post-sale technical support of the eBONDS solution to jail staff and bondsmen throughout the United States. This position also includes the creation and refinement of internal and external troubleshooting documents used for eBONDS technical support.

QUALIFICATIONS

• 2+ years of technical support experience
• Demonstrate excellent verbal and written communication skills
• Proficiency with Microsoft Office products
• Candidate must be honest, have integrity, and be of good moral judgement
• Possess a fundamental understanding of web-based application operation
• Demonstrates a fundamental understanding of peripheral troubleshooting
• Demonstrates a fundamental understanding of relational databases
• Experience with Microsoft Azure preferred
• Experience with the booking and bonding process 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

• Work independently and efficiently
• Communicate and collaborate effectively with internal and external teams
• Must be self-motivated, detail-oriented and organized
• Build strong interpersonal relationships with customers and employees
• Create, review, and refine internal processes
• Think outside-the-box
• Provide remote operational support to end users of eBONDS
• Interact with the development and implementation teams to resolve issues and/or provide suggestions for product improvement
• Enter details of each customer support session or projects daily in ticketing software so that customer support history can be maintained
• Provide after-hours support on a rotating basis

DETAILS

• Salary, full-time, generally 8:00am-5:00pm, Monday-Thursday
• Position located in Tyler, TX
• Genesis provides a full and very competitive benefits package
• On-call rotation for after-hours support