Service Desk Specialist

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• 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.

• Be flexible to Work in shifts 24X7X365

Druva Office, Pune