Job Description

Do you enjoy being part of a customer-centric organization that values communication and relationships? Are you driven by opportunities for growth and personal development? Do you thrive in a collaborative and inclusive work environment? Then this is the position for you!

Join a mission-driven company transforming how bail bonds are processed across the USA.  The Genesis Group is seeking a dedicated Integration and Training Specialist to help counties and bond agents transition from paper to electronic bonds.  The ideal candidate is an outstanding communicator who thrives in a fast-paced environment and is passionate about building strong customer relationships. The candidate will work closely with other team members to fully understand the current bonding application process and train customers in how eBONDS will be used within their agency. Customers include jail administrators, sheriff departments, county IT teams, private bonding companies, and municipal clerks.

Qualifications

• 2+ years of experience delivering technical training to audiences with varying degrees of technical expertise
• Exceptional verbal and written communication skills, with the ability to convey complex information in a clear, concise, and friendly manner
• Collaborative mindset with a commitment to contributing to a positive and supportive team culture
• Self-motivated, detail-oriented and organized
• Proven ability to support users with patience and professionalism, especially under pressure or in unfamiliar technical environments
• 2 years of experience creating and refining workflow processes is desired
• Demonstrated ability to think creatively and solve problems independently
• Must demonstrate a fundamental understanding of basic computer networks, public and private
• 2+ years of experience in customer support, customer service, or a related field
• Project Management experience is a plus
• Proficient with the Microsoft Office Suite, SharePoint, Google Chrome, and Microsoft Edge
• Proficient in basic PC hardware and software troubleshooting
• Familiarity with Microsoft Azure Insights is preferred but not required

Job Requirements

• Up to 50% travel within the United States for on-site configuration, training, and occasional trade shows.
• Provide remote operational support to end users of eBONDS
• Demonstrated integrity, professionalism, and sound judgment
• Act as the voice of the customer, providing feedback to internal teams to improve products, services, and processes.
• Stay updated on product knowledge, company policies, and industry trends to provide informed and accurate support.
• Effectively communicate with team members, providing daily updates on current projects
• Effectively communicate with customers regarding details of their projects, driving the project to completion
• Accurately document customer interactions, inquiries, and resolutions in the CRM system to ensure seamless follow-up and continuity
• Identify process gaps and implement changes to address and improve them
• Provide after-hours support on a rotating basis (on-call support)

Details

• Salary, full-time, generally 8:00am-5:00pm, Monday-Thursday
• This position is based in Tyler, TX
• Genesis provides a full and very competitive benefits package
• Visit Genesis eBONDS for information