What are the responsibilities and job description for the Customer Support Specialist position at The Jockey Club Information Systems?
Customer Support Specialist
About The Jockey Club Information Systems (TJCIS)
The Jockey Club Information Systems is a leading provider of advanced information, management, and software solutions for the Thoroughbred industry. We are dedicated to supporting owners, breeders, trainers, and farm managers through technology that helps improve decision-making, operational efficiency, and equine data management.
Position Summary
The Customer Support Specialist serves as the primary contact for clients using The Jockey Club Information Systems’ Horse Farm Management software products. This role provides product support, technical assistance, and user training to ensure a seamless customer experience.
The ideal candidate will have extensive hands-on experience in Horse Farm Management Software and equine operations as well as a passion for helping others use technology to manage their businesses efficiently.
Key Responsibilities
- Provide first-line support via phone, and email for customers using TJCIS Horse Farm Management software systems.
- Troubleshoot user issues related to software setup, data entry, reporting, and connectivity.
- Assist customers with Horse Farm Management applications, including recordkeeping, breeding management, foaling, billing, and inventory tracking.
- Log and track support requests using the company’s ticketing system, ensuring timely and accurate resolution.
- Work collaboratively with the development and product teams to escalate technical issues and contribute feedback for software enhancements.
- Conduct remote training sessions for new and existing users.
- Maintain up-to-date knowledge of all TJCIS software platforms, updates, and features.
- Act as a final testing and approval checkpoint for new or enhanced HFM features before they are released.
- Represent the company professionally and build strong, trust-based relationships with clients in the Equine industry.
Qualifications
Required:
- Experience with Horse Farm Management Software, including strong understanding of basic billing processes and practices of Horse Farm Management. Ideal candidate will have previous experience performing monthly billing processes including experience with Syndicate and Stud Fee billing.
- Solid understanding of basic billing processes & practices. HFM has three billing systems: one for processing “monthly” Board invoices, one for processing Syndicate billing and one for Stud Fee billing.
- Hands-on experience with Thoroughbred farm operations, breeding, foaling, or farm office administration.
- Exceptional communication and customer service skills.
- Proficiency with Microsoft Office and comfort learning new software tools.
Preferred:
- Associate’s or Bachelor’s degree in Business, Agriculture, Information Systems, or related field, or equivalent experience.
- Experience in customer support or help desk environment.
- Familiarity with The Jockey Club Information Systems products or databases.
- Basic technical troubleshooting or software testing skills.
Key Competencies
- Customer-focused and service-oriented mindset
- Ability to assess customer needs and determine the best solution for problems and issues
- Strong attention to detail and accuracy
- Ability to explain technical concepts to non-technical users
- Patience, professionalism, and problem-solving ability under pressure
- Interest in equine industry technology and data solutions
Work Environment
- Hybrid work schedule (as approved)
- May require occasional travel to farms, client sites, or industry events
Why Join TJCIS
At The Jockey Club Information Systems, you’ll be part of a respected organization that combines technology and tradition to serve the Thoroughbred community worldwide. You’ll work in a collaborative environment that values innovation, professionalism, and integrity.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Education:
- Associate (Preferred)
Experience:
- Horse Farm Management Software: 2 years (Required)
- billing: 2 years (Preferred)
- Thoroughbred breeding, foaling or farm options: 3 years (Preferred)
- Customer support: 2 years (Preferred)
Work Location: Hybrid remote in Lexington, KY 40503