Portal Support Specialist
HybridBrough, England, United Kingdom
Job Summary
Contribute to discussions on new feature requests, business requirements, and workflow improvements while collaborating with stakeholders to identify opportunities for enhancing user experience and platform efficiency. Monitor platform performance and analyze user behavior to support data-driven decision making, then assist in translating business needs into clear requirements through research, wireframes, and process mapping. Conduct user acceptance testing (UAT) for new releases and investigate, document, and escalate technical issues while partnering with development teams to implement solutions. Act as the primary contact for portal-related support queries from internal teams and external customers, troubleshooting system issues independently and communicating resolutions clearly. Develop and maintain onboarding materials, user guides, and process documentation. This role follows a hybrid working model based at the Brough office with a focus on supporting the digital commerce platform's growth and optimization.
Required Qualifications
- Previous experience in a business support, systems support, or e-commerce-related position
- A proactive approach with a passion for continuous improvement
- Strong analytical and problem-solving capabilities
- Ability to manage multiple priorities and work effectively with cross-functional teams
- Keen attention to detail and a commitment to delivering high-quality user experiences
- Eagerness to learn, develop new skills, and take ownership of challenging projects
- Living and working rights in the UK
- Minimum of 2 years' experience in a relevant support, e-commerce, digital platform, or IT-related role
- Bachelor's degree in Business, Information Systems, User Experience, Digital Technology, or a related discipline, or equivalent practical experience
Desired Qualifications
- Experience testing digital platforms or software applications
- Experience using wireframing or prototyping tools such as Figma
- Exposure to SQL and ERP environments, ideally SAP Business One
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