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End User Support Specialist, US

3 months ago

Houston, Texas, United States Solidatus Full time

**End User Support Specialist, US**

Houston, Texas Solidatus Job Description

End User Support Specialist

Permanent / Competitive Salary / City of London

About Solidatus

We are empowering organizations to connect and visualize their data relationships, simplifying how they identify, access and understand them. With a sustainable data foundation in place, data-rich enterprises can meet regulatory requirements, drive digital transformation and capture business insights. Our powerful metadata management technology is seen as a critical development in data management software one that matches the complex needs of modern business.

This is an exciting time to join Solidatus in 2021, we secured investment from HSBC, Citi and AlbionVC completing a 14 million Series A funding round that has helped our expansion internationally. Our company was recognised as one of the 2021 Deloitte UK Technology Fast 50; named Most Innovative Data Governance Initiative and Best Graph Database Solution at the A-Team Innovation Awards; was included on Fintech Globals RegTech 100 list and is one of the most influential fintech companies of 2021 according to The Financial Technologist.

About the Team

Solidatus is a web application helping our important clients understand their data landscapes. We place a lot of value in the happiness of our end users and go above and beyond to keep them happy with our personal approach to supporting them throughout their Solidatus journey.

Our user-base is growing rapidly, and we must continue to surround ourselves with colleagues who are delighted to go one step further to keep our customers delighted.

Role

What were looking for Solidatus is being scaled up all around the world, employing people who share our vision and culture. Were looking for people who align with our core values: Strength in Teamwork, Attention to the Customer and to Detail. The kind of person who is very driven and wants to join a community of ambitious and kind people, all personally and professionally invested in the Solidatus mission.

What youll be doing

As well as maintaining relationships with customer-users, you will be involved in a variety of support and training tasks such as preparing documentation, training material, content creation and coordination of training events.

Providing support for all elements of the support processes

Answering level 1 support queries from end users

Providing feedback on product documentation, functionality and training materials

Recording FAQs and reducing time to response whilst improving quality of responses

Recording metrics so that KPIs can be tracked

Creating and maintaining support material

Responsible for keeping good statistics of support tickets and resolutions, including raising items with the development teams to prevent 2nd occurrence where needed

What youll need

This is the perfect opportunity for an enthusiastic, personable, committed, driven individual to join at the start of an exciting period of the growth of the Solidatus team.

Be a self-starter and confident communicator at all levels

Work well under pressure

Seeking work in a fast-paced environment that will allow you to quickly accelerate your career

You should be a quick learner with a high interest of new technologies, data and solution oriented

Experience and qualifications

We prefer if you have several years referenceable experience as a minimum with a background in technical support and customer interaction

Proven existing experience within a busy support environment

Experience facing off to external clients providing support and training

Experience within SaaS or cloud-based technology company is a plus

Experience of coordination & support activities

Proficient in Microsoft Excel (especially) and other applications in the Office suite

Experience of using issue trackers such as Jira/YouTrack.

**Remuneration & Benefits**

All the latest tech you need

Pension Plan

Private Health Care

Generous Holiday Entitlement

Your birthday off on us

Location Houston, Texas