Meet the Locus Support Team!
Sometimes, asking for help can be intimidating, even if it’s the only way to assign a high-level user role or identify the cause of a bug. Fortunately, Locus’ Support Team and Help Desk are always available to field these requests, providing enthusiastic assistance based on years of customer service and environmental data experience.
Most support team employees spend part of their day manning Locus’ digital help desk, responding to support tickets and answering questions. With shifts covering working hours in all time zones, employees are always able to respond to customer concerns.
Support team members also test new changes and bug fixes for Locus’ platforms and create comprehensive help guides explaining basic functions and common misunderstandings of these applications. If you have ever clicked the Help icon on an entity or database, the content that appears was likely written by the support team.
Continue reading to learn more about each support team member’s unique qualifications and interests.
Blaize Ison
As the Customer Experience Manager, Blaize Ison leads the support team. In addition to communicating with many customers, she supports the implementation of new releases. Blaize brings to Locus nearly 20 years of experience in EHS Management and Customer Support, degrees in Environmental Policy and Management and Environmental Science, and various professional certifications. She has two kids, aged 10 and 16, who she loves to take hiking and on road trips.
Nicole Look
Nicole Look is a Project Engineer and Environmental Customer Experience Specialist. She spends part of her time with the support team, playing “data detective” to find the cause of problems users are experiencing and address them. She also works with Locus’ Environmental Services group, using her experience as an environmental engineer to find ways to reduce the impact of environmental contaminants, combining her field experience with technical skills. She enjoys non-fiction books about psychology, personal development, habits, and decision-making, and her favorite fiction author is Neil Gaiman.
Joshua Franco-Lee
Joshua Franco-Lee is an Environmental Customer Experience Specialist. With a bachelor’s degree in Environmental Studies, he specializes in assisting customers with problems related to environmental data but also spends half his day testing changes, additions, or bug fixes for the EIM, Mobile, or LP teams. He enjoys playing Ultimate Frisbee and tabletop RPGs such as Dungeons & Dragons and used to work at an escape room prior to Locus.
Steve Nichols
Steve Nichols is a Customer Experience Engineer. With over 10 years of customer service experience, he spends an average workday answering customer-submitted tickets, testing releases, and writing and reviewing help articles. He also plays tabletop RPGs, as well as many video games, and works out regularly.
Casey Warren
Steve Nichols is a Customer Experience Engineer. With over 10 years of customer service experience, he spends an average workday answering customer-submitted tickets, testing releases, and writing and reviewing help articles. He also plays tabletop RPGs, as well as many video games, and works out regularly.
Stephen Pierce
Stephen Pierce is a Technical Writer. He works part-time at Locus, writing comprehensive user guides for Locus software, help content, and blog posts. In his free time, he reads a ludicrous amount of mystery books, writes short stories, and translates manga.
Feel free to reach out to Locus’s support team (support@locustec.com) at any time with any questions you may have!
