Support Analyst at Locusview (Chicago, IL)

| Chicago
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Who We Are

Locusview is a fast-paced company where we offer a relaxed yet stimulating work environment where employees have the opportunity to use their creativity and innovation daily. We are building a world-class product and deployment team that is passionate about developing and delivering practical, industrial-scale solutions. We believe in our people, and we provide the resources and opportunities for them to explore and grow.

Our clients include Fortune 500 utility companies with decades of legacy processes ripe for transformation. Our products lead the way in an industry at the beginning of their digital revolution.

The Position

Support Analysts provide Tier-1 and Tier-2 customer support to Locusview clients. The position will serve as a liaison to our customers in an effort to minimize impacts on productivity. The Support Analyst will be responsible for providing support to external clients remotely and supporting office staff with bugs and issues impacting the stability and operation of our platform.

Duties and Responsibilities

  • Answer calls within the client’s expected timeframe.
  • Ex. Answer client calls within 15 minutes.
  • Communicate and escalate tickets to appropriate technical experts.
  • Ex. Critical bug issues escalate to Tier 3.
  • Organize and maintain tickets to keep an updated status
  • Assist with any IT office staff requests.
  • Maintain knowledge of company applications of both iOS and Android versions.
  • Assist with rebooting network base stations when offline.

Requirements

Required Qualifications

  • High school diploma
  • Proficient with multiple computer operating systems
  • Able to troubleshoot Android, iOS, and Windows Mobile
  • Application troubleshooting experience
  • Able to multitask and handle deadlines with ease
  • Must be highly organized and detail-oriented
  • Customer service-oriented and adapt easily to different personalities and environments
  • Maintain highly accurate job logs
  • Self-starter, able to work independently, flexible attitude
  • Excellent verbal and written skills
  • Ability to handle multiple duties and priorities simultaneously in a fast-paced environment

Preferred Qualifications

  • 4-year college degree (STEM or related field)
  • Customer Service: 2 years
  • Software Troubleshooting: 2 years
  • Technical Support: 2 years
  • Computer Repair: 2 years
  • Basic Network Troubleshooting: 2 years
  • Mobile Device Management: 2 years
  • Bilingual fluency in Spanish & English

Benefits and Perks

  • Medical, vision, and dental insurance
  • Short term, long term, and life Insurance
  • 401K/Roth options
  • Monthly phone allowance
  • Work From Home stipend
  • Stock equity options after 90 days
  • 15 days PTO
  • Exceptionally collaborative and relaxed office space with complimentary breakfast, snacks, and gym access

Locusview is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

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Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • ZendFrameworks
    • Google CloudFrameworks

Location

Located on the 10th floor of a 40-story glass building right on top of Ogilvie train station, our private suite in the Industrious co-working space features best-in-class amenities and a bird’s-eye view of Chicago’s most historic landmarks.

An Insider's view of Locusview

What’s the vibe like in the office?

Everyone works together to share knowledge and project updates to ensure success. It’s an amazing place to work! We have Locusview Olympics and monthly happy hours at cool spots. It’s a work-hard-play-hard vibe, where you have ownership of the company’s success. We value our team members, which translates to a productive and fun workplace.

Nakeeta Charles

Product Marketing Team Lead

How do you collaborate with other teams in the company?

It's easy to book time with other people or find out which conversations are already happening because everyone's calendar is viewable to all. Established cross-team groups are typically led by a point person. I can't overstate how much I appreciate both of those.

Dan

Product Manager

How has your career grown since starting at the company?

This open-minded environment has provided opportunity to grow my skillset in leadership and team management alongside my technical project management skills. After starting at LV as an App Specialist, I have risen to challenges and now find myself in a supervisory role.

Beth

Technical Project Manager

What are Locusview Perks + Benefits

Locusview Benefits Overview

Our total rewards package includes a number of benefits aimed at helping you and your loved ones stay healthy and happy. We cover 80% of costs for our medical, dental, vision plans, and offer matching funds on your 401(k).

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Three of our seven top executives are women including our President and Co-Founder, Alicia Farag, who is recognized as one of Chicago's top female leaders in tech.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Locusview's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,650 annually.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Locusview's vacation policy includes at least three weeks paid time off for all employees.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
We hold monthly opportunities for team members to learn from internal subject matter experts, and we contract outside specialists to conduct workshops and trainings on important topics to our team.
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Paid industry certifications

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