The role involves regular updates, troubleshooting, and coordination with various departments to meet business and end user, needs and improve portal functionality, with a high level of attention the detail. Initially, the focus will be on transitioning away from utilising the current paid for platforms, to effectively using manufacturer portals.

A Portals Support Specialist is responsible for maintaining and enhancing our manufacturer portals, ensuring the portals are reporting correctly on their platforms and using this data to update our ERP system.

KEY RESPONSIBILITIES:

• Manage and maintain online manufacturer’s portals, ensuring they are up-to-date, secure, and functioning properly.
• Work closely with Customer Success, Billing and Order Fulfilment teams to maintain accurate billing and toner replenishment.
• Troubleshoot and resolve technical issues relating to portals, reported by customers and internal teams in a timely manner.
• Collaborate with the IT department to implement new features and improvements based on business requirements.
• Monitor portal usage and performance metrics, providing regular reports to management.
• Housekeeping and maintaining manufacturer’s portals – dead, upgraded, removed devices
• Ensure compliance with data privacy and security regulations.
• Stay current with industry trends and best practices in online portal management.
• Support and train PDI team and engineers on use of manufacturer portals when needed.
• Support engineers with manufacturer portal apps.
• Support Customer Success and Help Desk when needed.
• Produce exports and reports for effective management of billing and toner replenishment.
• Device reports from manufacturer portals – number reporting, offline, stale data etc

KEY MEASUREMENTS

• Online / Offline Devices
• Meter Billing Accuracy
• Toner Replenishment levels
• All new devices reporting via manufacturer portals
• Engineers actively using the manufacturer apps to reduce calls

SPECIAL REQUIREMENTS

• Knowledge of manufacturer hardware and portals
• Sufficient networking skills
• Exceptional customer care and communication skills.

IN RETURN WE OFFER:

• Working hours Monday – Friday, 8:30am – 5:00pm with one hour for lunch, unpaid.
• Initially 23 Days annual leave in addition to Bank Holidays rising to 26 after 5 years’ service
• Excellent training & development opportunities within a growing organisation
• Life insurance
• BUPA health assessment
• Physical, mental and emotional wellbeing support for you and your family
• Volunteering leave policy (2 days/15 hours per year)
• 10% TradePoint (B&Q) discount
• Free flu vaccines each winter
• Free parking