Job Description

The successful candidate will play a critical role in improving the end‑to‑end support experience for unmanaged partners, focusing on Licensing Programs & Product support, troubleshooting, escalation excellence, and operational optimization. This role centers on understanding partner challenges, analyzing trends, and ensuring issues are resolved efficiently through the right support channels.

High‑Level Responsibilities

• In depth knowledge of the client’s Volume Licensing program offerings as well as product support and deal construct procedures is a requirement for this role.
• Provide advanced troubleshooting support across diverse partner scenarios, identifying root causes and recommending solutions to reduce repeat contacts.
• Evaluate patterns and partner feedback to identify systemic issues and propose improvements that directly benefit unmanaged partners.
• Act as the primary escalation coordinator, knowing who to engage, when, and how, ensuring escalations are routed to the correct operations, or business teams.
• Drive operational alignment between partner support processes and internal teams, highlighting gaps and proposing data‑driven improvements.
• Collaborate closely with 3rd party teams, ensuring fast resolution of partner requests, maintain up to date SOPs, and ensure clear pathways for issue resolution are fully documented.
• Monitor performance metrics and operational KPIs related to unmanaged partner support, providing actionable insights and executive‑level reporting.
• Lead and contribute to cross‑functional initiatives that enhance partner satisfaction, reduce resolution times, and improve process reliability.

Skills & Experience

• Expert troubleshooting skills, with the ability to break down complex partner issues and determine the correct path to resolution.
• Proven ability to manage escalations, including knowing the appropriate SMEs, engineering contacts, business owners, or support teams to engage.
• Strong analytical and problem‑solving abilities; able to interpret data to uncover patterns and make informed recommendations.
• Experience supporting customers or partners in a multinational commercial environment.
• Intermediate‑to‑advanced Excel skills (vlookups, pivot tables, dashboard creation).
• Exceptional communication skills.
• Experience in operations or customer/partner support environments is a plus.
• High attention to detail and comfort navigating ambiguous or undocumented processes.
• Strong proficiency in Office (Word, PowerPoint, Visio, Excel) and SharePoint.

Why Affirma?

• One of Ireland’s Top 12 Tech Companies to Watch (According to The Irish Times)
• Casual environment, surrounded by incredibly intelligent and motivated co-workers, and a performance-driven culture
• Flexible Schedule
• Opportunity for growth
• Great location, great people, exciting projects, and tons of fun
• Opportunity to work Remote in Ireland

Affirma is an award-winning consultancy specializing in Mobile, Cloud, Business Intelligence, SharePoint, Technology Infrastructure, Custom Development, Visual Design, and Staffing Services. We focus on delivering true, measurable business value to our clients. We have top industry customer satisfaction and are dedicated to delivering dependable and reliable solutions that exceed client expectations. Affirma's motto is quality solutions on budget, on time, every time. Affirma is an Equal Opportunity Employer and does not make employment decisions or otherwise discriminates based on race, creed, colour, national origin, sex, military status, sexual orientation, or the presence of any sensory, mental, or physical disability, genetic information, or any other category protected by law.