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, 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 stakeholders throughout the process. The candidate will also work to ensure product satisfaction and maintain a positive relationship with the county and bondsmen. As part of the team, 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 bail bond process.

The successful candidate is an experienced technical support professional who will provide onsite and remote installation, configuration, training, and troubleshooting 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 process documents used for eBONDS training and technical support. The position requires up to 50% travel.

QUALIFICATIONS

• 2+ years of experience developing and delivering technical training to end users of various technical experience
• 2+ years of technical support experience
• Demonstrates excellent verbal and written communication skills
• Demonstrate a fundamental understanding of network infrastructure
• Proficient with Microsoft Office products, modern internet browsers, and Adobe form creation
• Honesty, Integrity, and 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
• Project Management experience preferred
• Experience with Microsoft Azure preferred
• 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

• 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
• 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 and communicating consequences when milestones are missed
• Creatively align existing customer process with eBONDS
• Provide daily updates to stakeholders on implementation projects
• Enter details of each customer support session or projects daily in ticketing software so that customer support history can be maintained
• Escalation support for after-hours support on a rotating basis
• This position requires up to 50% travel

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
• Approximately 50% travel