Service Desk Specialist (Licensing / Order Management)

You will be joining Druva, a company that focuses on enabling cyber, data, and operational resilience for organizations through the Data Resiliency Cloud, which is recognized as the industry's first and only at scale SaaS solution. With this platform, customers are able to simplify data protection, enhance data governance, and obtain valuable data visibility and insights to support their cloud adoption journey. Druva's innovative SaaS-based approach eliminates the need for complex infrastructure, thereby reducing management costs and providing data resilience through a unified platform that serves multiple geographies and clouds. Trusted by numerous enterprises, including 60 of the Fortune 500 companies, Druva plays a crucial role in making data more resilient and facilitating a seamless transition to the cloud. As a candidate for this role, you are expected to have at least 4 years of experience in a Service Desk or similar customer-facing role within a Product Company environment. Your role will involve interacting with customers and prospects, hence, possessing excellent phone etiquette along with strong written and verbal communication skills is essential. Proficiency in MS Office applications is considered an advantage for this position. Previous experience in Software licensing, Order-to-Cash process, AWS cloud/backup & storage technologies, and running scripts from various databases will be beneficial. Familiarity with tools like Salesforce & Google Workspace applications is also an added advantage. Your primary responsibilities will include generating and delivering appropriate product licenses to Druva prospects, channels, and customers, troubleshooting and resolving customer issues related to licensing, and collaborating with global Sales & Finance teams to address customer entitlement issues. You will also be involved in creating POC server instances on AWS cloud, participating in process design & improvement initiatives, offering superior customer support to enhance support contract retention, and contributing to customer experience enhancement programs. Additionally, you will be responsible for providing Service Desk coverage during assigned hours in a 24 X 5 working environment, identifying gaps, suggesting improvements or solutions, and promptly addressing proactive support queries within defined SLAs. If you are someone who can efficiently multi-task, adhere to defined processes, and contribute to the continuous improvement of services, this role offers an exciting opportunity to work in a dynamic and innovative environment where your skills and experiences will play a vital role in supporting Druva's mission to provide data resilience and accelerate cloud adoption for organizations globally.,