Partner Support Specialist

Job Description:

Job Description for Partner Support Specialist

Why will you enjoy this new opportunity?
The Partner Operations support team is part of the Sales operations team. This team enables partner, reseller and Cloud Service Providers teams to deliver on transformative outcomes by supporting them through best-in-class operational execution.

We are looking for Partner Support Specialist in our Partner operations support team and will be responsible for managing stakeholder’s (Partners, Distributors, Program Owners) requests & expectations when it comes to L1 and L 2 support for partner organization.

When you're working for a company that shares your values, it's easier to enjoy what you do. At Omnissa we unite under a core set of Values. Each day you will be challenged to bring curiosity, diversity, and an eagerness to collaborate toward bold ideas across all aspects of our business. We do it with a spirit of inclusion and trust acting as 'One Omnissa’ to help our customers win.

Success in the Role: What are the performance outcomes over the first 0-6 months you will work toward completing?

Within 60 days of employment, you will be able to understand the Omnissa Operational standard procedures, team ongoing projects, transactional process and initiatives and get familiar with all line of business supported by global partners. In this role, you will play a crucial part in supporting the processes pertaining to Omnissa Partner Program and Omnissa Service Provider programs. You will be working closely with the program team, partner sales, partners & distributors and downstream operational teams.

Within 90 days of employment, you will be supporting business through your learning where you will be providing your process advice, resolve the issues and address partner queries through calls and chat support as per program/process guidelines ensuring partner satisfaction as topmost priority.

Within 180 days of employment, you will be driving process improvements and initiate process excellence by providing suggestions on overall operations processes and scope of eradicating unnecessary cycles

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Process requests in SFDC that caters to partner requirements/concerns with highest quality maintaining the SLA’s

• Handling priorities /escalations without dependency 

• Work cross-functionally with other teams for resolving issues

• Involve in simple & medium transactional processing activities

• Act as the Subject Matter Expert (SME) /Be a POC for all critical decision making on Partner support processes /implementation of new processes/changes to the existing processes/create new process framework

• Participate actively /drive steady improvements and automation of current processes/systems/procedures with a focus to drive operational efficiencies

• Must be ready to take calls / support chats to provide quality resolutions to our customers/partners

• Handle end-to-end case management/P0 management /identify potential escalations & address it on timely manner 

• Proactive measures to avoid escalations

• Create and participate in creating documentation

Skillset required to perform the activity

• Customer service experience

• Excellent communication skills (verbal and written)

• Familiar with Salesforce

• Prioritization skills

• Analytical skills
• Previous experience of partner program is a plus

What is the leadership like for this role? What is the structure and culture of the team like?

This role will report into the Manager, Debarun Banerjee, who believes in a ‘forward together’ approach and liaises with senior leadership and sales teams within the organisation to drive consistent and scalable framework and governance to enable business operations, sales operations and sales teams to deliver best in class services.

Where is this role located?
Hybrid: The role is considered Hybrid and will be a mix of working from a local Omnissa office (co workspace) and remote depending on your preferences and the arrangements determined with your future manager.

Why Join Omnissa?

Omnissa is the digital work platform leader, trusted by thousands of organizations worldwide as the former VMware End-User Computing business. We make digital work, work – for businesses and their people. No painful IT processes or productivity trade-offs. Instead, a seamlessly delivered digital employee experience that simplifies work.

Our comprehensive digital work platform enables IT teams to provide secure, personalized experiences for every employee, on any device. Omnissa unifies, automates, and efficiently scales the digital workspace. By empowering employees to do their best work, anywhere, we help workforces everywhere unlock exponential business value. All is made possible with the Omnissa™ Platform, the first AI-driven digital work platform for smart, seamless, and secure work experiences from anywhere.

It integrates multiple industry-leading solutions across Unified Endpoint Management, Virtual Desktops and Apps, Digital Employee Experience, and Security and Compliance. By continuously adapting to users’ work styles, Omnissa optimizes user experience, security, IT operations and costs.

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Omnissa Industry Recognition & Awards

• Recognized as 2025 Digital Workplace Company of the Year

• 2025 InfoWorld Awards Finalist – App Volumes

• RemoteTech Breakthrough Award Winner – Digital Workplace Company of the Year

• CRN Product of the Year Finalist – Omnissa Horizon (DaaS)

Omnissa is committed to building a workforce that reflects the communities we serve across the globe. We believe this brings unique perspectives, experiences, and ideas, which are essential for driving innovation and achieving business success. We hire based on merit and with equal opportunity for all.