What are the responsibilities and job description for the eBONDS Support Staff Team Member - 2+Yrs Software User Support Exp Req & 2+Yrs of Phone Support Exp Req position at The Genesis Group?
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 (Gencore Candeo, Ltd.) is seeking a dedicated Customer Support specialist to support counties and bond agents after they transition from paper to electronic bonds. This successful candidate will also be responsible for process development and the creation and refinement of internal and external troubleshooting documents used for eBONDS technical support.
QUALIFICATIONS:
- 2 years of end user technical support experience.
- Must possess exceptional verbal and written communication skills, with the ability to convey complex information in a clear, concise, and friendly manner
- Must be proficient with Microsoft Office products
- Collaborative mindset with a commitment to contributing to a positive and supportive team culture
- Self-motivated, detail-oriented and organized
- Possess a fundamental understanding of web-based application operation and troubleshooting.
- 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.
- Manage multiple support requests from multiple customers
- 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 8:00 am-5:00 pm, Monday-Thursday
- Position located in Tyler, TX
- Genesis provides a full and very competitive benefits package