Service Desk Specialist (Licensing / Order Management)

You will be responsible for providing service desk coverage during assigned hours in a 24x5 working environment. Your key responsibilities will include: - Generating and delivering appropriate product licenses to Druva prospects, channels, and customers. - Troubleshooting and resolving customer issues related to licensing. - Liaising with global Sales and Finance teams to resolve customer entitlement issues. - Creating POC server instances on AWS cloud by following documented processes. - Participating in process design and improvement measures. - Assisting in the retention of support contracts by offering a superior customer support experience. - Participating in customer experience improvement programs. - Identifying gaps and suggesting improvements or possible solutions. - Working on proactive support queries and being spontaneous in notifying customers within defined SLAs. The desired skills and experience for this role include: - 4+ years of experience in Service Desk or a similar customer-facing role with a Product Company preferred. - Excellent phone etiquette with outstanding written and verbal communication skills. - Proficiency with MS Office is an added advantage. - Experience with software licensing. - Experience with the Order-to-Cash process will be an added advantage. - Exposure to AWS cloud/backup and 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 and Google Workspace applications will be an added advantage.,