Support Center Supervisor at CPI, the OpenFox Company

| West Suburbs
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Summary:

The Support Center Supervisor will manage CPI Support Center staff, receive and respond to customer support calls, and provide internal support for CPI.

Job Requirements

3+ Years Experience

  • Experience performing a technical support role for computer data systems and supervising technical support staff
  • Red Hat Enterprise Linux and/or IBM AIX Knowledge
  • Microsoft Windows Desktop experience
  • Networking knowledge and troubleshooting experience
  • Ability to administer and oversee our Jira Service Desk ticketing system
  • Experience with Active Directory, Group Policy, DNS/DHCP
  • Highly self-motivated
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to work well with others in a collaborative team environment
  • Ability to supervise a small team of technicians
  • Familiarity with Illinois employment regulations, including standards for equal opportunity employment, racial and sexual harassment, overtime pay, hostile work environment, and anti-retaliation
  • Provide positive customer service in a customer-facing role
  • Possess problem-solving, troubleshooting and analytical skills
  • Possess excellent written and oral communication and interpersonal skills
  • Ability to understand and work in strict compliance with documented procedures
  • Must be able to work after hours on an “on-call” basis
  • Report daily to corporate headquarters in Bolingbrook IL
  • Pass background checks for sensitive data access under all customer jurisdictions (Municipal, State, Federal, and International)
  • Must be able to lift 50 lbs
  • Be capable of evaluating and purchasing internal corporate IT equipment and supplies.

Job Responsibilities

  • Provide efficient and timely second level support to our customers and the company with the Support Center on a 24x365 basis
  • Train Support Center team on operational procedures and troubleshooting techniques  
  • Coach and Mentor support center staff members
  • Manage and assist the CPI Support Center Team in day to day operations
  • Set up and maintain user accounts
  • Setup and support user workstations, hardware, and software
  • Assist users remotely, in-office, and at customer locations
  • Support handheld devices, including iPhone, Android, etc.
  • Support printers, faxes, and scanners
  • Create and update technical support documentation
  • Perform staff scheduling for regular business hours and holidays
  • Provide reports to corporate management regarding ticket performance
  • Conduct annual performance reviews of Support Center staff
  • Conduct staff termination if necessary and conduct staff hiring if necessary
  • In advance of scheduled maintenance or anticipated service disruption, notify customers/users who will/may be affected with the downtime
  • Ensure that the Support Center team provides timely and considerate customer service to internal and external users
  • Availability during off-hours to respond to support issues escalated by the Support Center team
  • Uphold systems, infrastructure, and operational Service Level Agreements
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • xmlLanguages
    • xslLanguages
    • HTMLLanguages
    • HTML5Languages
    • CSSLanguages
    • TypescriptLanguages
    • SASS/SCSSLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • AngularJSFrameworks
    • CakePHPFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • BootstrapFrameworks
    • NPMFrameworks
    • HibernateFrameworks
    • HBaseDatabases
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

Location

We are located in a brand new facility with easy access to Interstate 55 & Highway 53 surrounded by tons of great lunch, coffee, & Happy Hour spots.

An Insider's view of CPI, the OpenFox Company

What’s the vibe like in the office?

A happy environment with a great culture where I am continuously challenged as the company grows, yet I still enjoy a healthy work-life balance. It is easy working for amazing leaders who care deeply about the company and the employees. That trickles down throughout the company to create a great team culture.

Kim

Corporate Controller

What kinds of technical challenges do you and your team face?

Working with multiple states means working with 2 technology platforms (Oracle & SQL Server) and of late the Standardization across these 2 platforms is what makes the job challenging and interesting.

Madan

Sr. Software Engineer

What are some things you learned at the company?

I have a greater understanding of law enforcement and the work that goes on behind the scenes to keep officers and civilians safe.

Nic

Project Manager

How do you make yourself accessible to the rest of the team?

All directors and the executive team have an open door policy. Anyone can bring ideas, issues, suggestions or just talk to company management. Everyone at CPI has a shared calendar and can be invited to join meetings regardless of position or who scheduled them. When meetings cannot be face-to-face, we utilize google hangouts.

Marc

National Sales Manager

What are some social events your company does?

We do a lot of optional events on and offsite. We do just about anything on-site from BBQs to bubble hockey & bags tournaments. Offsite, we have happy hours, holiday parties, and some really fun recreational events during our "user's conference" like bowling, bocce, & Top Golf.

Neill

Sr. Sales Engineer

What are CPI, the OpenFox Company Perks + Benefits

CPI, the OpenFox Company Benefits Overview

CPI has an immense number of perks. A few of them are generous paid time off, competitive 401K plans, profit sharing, expense accounts, and a complete benefits package including great health, dental, and vision plans in which the company pays the premiums 100%.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Wellness Committee Quarterly Lunch Committee
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
CPI employees can contribute up to $3500 for individual and $7000 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to $10000 monthly maximum payout.
Dental Benefits
CPI covers $100% of dental premiums
Vision Benefits
CPI covers $100% of vision premiums with $120 for glasses and contact lenses.
Health Insurance Benefits
CPI pays 100% of the premiums for both employee & family and offers a PPO & HSA option.
Life Insurance
CPI provides full-time employees with a Life benefit equal to $25,000, and pays the full cost of this benefit. You can purchase coverage for yourself up to 5x your salary and up to $250,000 for spouse
Wellness Programs
Team workouts
CPI's team fitness initiatives include In-office yoga, In-office fitness classes.
Retirement & Stock Options Benefits
401(K)
Employees are eligible to start to defer in the plan on the first day of the Quarter after 2 Months of Service. Employees may rollover a prior employer’s qualified 401(k) plan or a qualified IRA
401(K) Matching
CPI will provide a Safe Harbor Non-Elective Contribution equal to 3% of your pay
Company Equity
CPI offers stock options through its employee profit sharing program, including vesting over a 5 year period.
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
CPI provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
CPI employees may work from home 1 day per week & work remotely on occasion if necessary.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Employees receive 5 days per year of paid sick leave.
Perks & Discounts
Casual Dress
Company Outings
Game Room
Our game room includes Ping Pong, Video Games, Arcade machine with thousands of titles, and Bubble Hockey!
Some Meals Provided
Employees get a free quarterly lunch
Happy Hours
Happy hours are hosted At team's discretion.
Parking
Free on-site parking.
Fitness Subsidies
CPI reimburses employees in a step counting program.
Professional Development Benefits
Job Training & Conferences
CPI offers employees professional development opportunities.
Lunch and learns
CPI hosts lunch and learn meetings weekly.
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