Support Specialist - Channel Partner Systems

The role

[Employer hidden] are recruiting for a Support Specialist - Channel Partner Systems on a permanent, full-time basis. The Support Specialist – Channel Partner Systems will be responsible for driving system adoption, delivering training, and providing Level 1 (L1) support to dealership partners.

This role acts as a key bridge between dealership users and internal digital teams, ensuring seamless system usage, issue resolution, and continuous improvement of digital platforms across regions.

Key Responsibilities

• Deliver regular training sessions (in-person and virtual) to dealership teams on system usage
• Develop training materials including user guides, SOPs, videos, and quick-reference resources
• Monitor and evaluate training effectiveness to drive platform adoption
• Support the rollout of new features and enhancements through structured communication plans
• Identify adoption gaps and implement targeted interventions in collaboration with regional teams
• Serve as the first point of contact for dealer queries and technical issues
• Log, triage, and resolve support tickets within defined SLAs; escalate to L2/L3 teams when necessary
• Maintain detailed documentation of issues, resolutions, and user behaviour patterns
• Generate and share periodic reports on issue trends with Digital and Product teams
• Validate fixes and system enhancements with internal stakeholders prior to deployment
• Work closely with Digital Product, Development, QA, and Business teams
• Act as a liaison between dealership users and internal digital teams
• Gather and communicate regional requirements, ensuring user needs are represented in system improvements
• Support national and regional rollout initiatives and change management programs
• Analyse recurring issues, system usage trends, and identify opportunities for improvement
• Create and maintain SOPs, process documentation, and knowledge base content
• Recommend and implement process improvements to enhance user experience and reduce repeat issues

Skills & Qualifications

• Bachelor’s degree in Business Administration, IT/Computer Science, Engineering (Mechanical/Automobile), or Commerce with IT exposure
• Preferred: Certifications in Learning & Development, Instructional Design, or CRM/ERP/DMS systems
• Strong communication and presentation skills, especially for training delivery
• Analytical thinking with strong problem-solving abilities
• Customer-centric mindset with a structured, process-driven approach
• Familiarity with digital platforms, dealership systems, and CRM/DMS workflows
• Experience with ticketing systems and L1 support processes
• 3–6 years of experience in training, L1 support, digital operations, or dealership systems
• Prior experience in automotive retail or premium dealership networks is preferred

Rewards of working for Norton:

We like to take care of our Nortoneers and we think we offer some pretty decent rewards. Here's what you'll get when you join the team:

• Competitive salary package that recognises your skills and experience
• 33 days of holiday (inc. Bank Hols) to relax and recharge
• Generous pension scheme that sets you up for the future, with access to personalised advice.
• Private Medical Insurance and a Cash Back Programme to keep you feeling your best
• Life insurance (4x salary) because we've got your back no matter what
• FREE fruit, got to have your five-a-day!
• WeCare Employee Assistance Programme, which includes access to online GP services, dietary advice, mental health support, bereavement counselling, and a fitness programme
• Experience the thrill of an entrepreneurial environment within a larger, well-funded company with ambitious long-term goals.
• Elevate your career with our Ideas for Excellence scheme, where every brilliant idea is not just valued, but also rewarded!
• A diverse and international team that brings together different perspectives, backgrounds, and experiences.
• Join the fun with our twice-yearly employee events, payday socials, and loads of exciting activities in between!
• Want to go green? You can enjoy free electric bicycle hire
• Plus, no need to stress about finding a parking spot - we've got on-site free parking covered and FREE electric charge points

We know how important it is to take care of our team, and we're committed to continually improving our reward offering in line with the business growth plan.

Click here to apply!

PLEASE NOTE, WE DO NOT ACCEPT AGENCY APPLICATIONS