Service Desk Specialist

Druva; Maharashtra; On-site; INR 400,000 - 650,000; Full time

Job summary

Druva is seeking a Service Desk specialist for its Pune office, providing licensing support and customer-facing assistance. The role requires strong communication, multi-tasking, and adherence to processes within a 24x7ish framework. You will liaise with Sales and Finance and contribute to process improvements.

Be prepared to generate licenses, troubleshoot licensing issues, and support entitlement resolution while engaging with global teams and customers.

Qualifications

• 2–10 years of Service Desk experience in a customer facing role.
• Excellent phone etiquette with outstanding written and verbal communication.
• Proficient with MS Office is added advantage.
• Experience with Software licensing process.
• Experience with Order-to-Cash process will be an added advantage.
• Exposure to AWS cloud/backup & storage technologies will be an added advantage.
• Ability to multi-task efficiently.
• Ability to adhere to well defined processes.
• Experience with finding output through running scripts from various databases will be an added advantage.
• Familiarity with tools like Salesforce & Google Workspace applications will be added

Responsibilities

• Generate & deliver appropriate product license to Druva prospects, channels & customers.
• Troubleshoot & resolve customer issues related to licensing.
• Liaison with global Sales & Finance teams to resolve customer entitlement issues.
• Create POC server instances on AWS cloud by following documented processes.
• Participate in process design & improvement measures.
• Assist in the retention of support contracts by offering superior customer support
• Participate in customer experience improvement programs.
• Responsible for providing Service Desk coverage during assigned hours in a 24 X 5 working environment.
• Identify gaps and suggesting improvements or possible solutions.
• Working on proactive support queries and should be spontaneous notifying customers within defined SLAs.

Skills

Communication

Customer-facing

MS Office

AWS cloud exposure

Salesforce

Google Workspace

Multitasking

Process adherence

Licensing support

Scripting output

Tools

Salesforce

Google Workspace

Job description

About Druva

Druva is the resilience foundation for the AI enterprise, helping organizations secure and recover from connected risk across data, cyber, identity, and AI. The Resilience Cloud is a fully managed, cloud-native SaaS platform that delivers air-gapped and immutable protection across cloud, SaaS, on-premises, endpoint, and edge environments. Powered by Dru MetaGraph, Druva’s graph-powered intelligence layer, the platform connects critical business context so customers can understand risk, respond faster, recover cleanly, and govern data with greater confidence.

Trusted by nearly 7,500 customers, including 75 of the Fortune 500, Druva helps safeguard the critical information and systems businesses depend on in an increasingly connected world.

Visit druva.com and follow us on LinkedIn, X and Facebook.

Desired Skills & Experience

• 2- 10 years of Service Desk experience in a customer facing role.
• Excellent phone etiquette with outstanding written and verbal communication skills.
• Proficient with MS Office is added advantage.
• Experience with Software licensing process.
• Experience with Order-to-Cash process will be an added advantage.
• Exposure to AWS cloud/backup & storage technologies will be an added advantage.
• Ability to multi-task efficiently.
• Ability to adhere to well defined processes.
• Experience with finding output through running scripts from various databases will
• be an added advantage.
• Familiarity with tools like Salesforce & Google Workspace applications will be added
• Brief roles and responsibilities
• Generate & deliver appropriate product license to Druva prospects, channels &
• Troubleshoot & resolve customer issues related to licensing.
• Liaison with global Sales & Finance teams to resolve customer entitlement issues.
• Create POC server instances on AWS cloud by following documented processes.
• Participate in process design & improvement measures.
• Assist in the retention of support contracts by offering superior customer support
• Participate in customer experience improvement programs.
• Responsible for providing Service Desk coverage during assigned hours in a 24 X 5
• working environment.
• Identify gaps and suggesting improvements or possible solutions.
• Working on proactive support queries and should be spontaneous notifying
• customers within defined SLAs.

Shift Timing

• Be flexible to Work in shifts 24X7X365

Job Location:

Druva Office, Pune