Service Desk Specialist (licensing / Order Management) Job in Druva
Service Desk Specialist (licensing / Order Management)
- Pune, Pune Division, Maharashtra
- Not Disclosed
- Full-time
Job Title: Service Desk Specialist (Licensing / Order Management)
Company: Druva
Location: Pune, Maharashtra, India
About Druva:
Druva empowers organizations with cyber, data, and operational resilience through the Data Resiliency Cloud the industry s first and only SaaS solution at scale. Our platform simplifies data protection, streamlines governance, and delivers actionable insights to accelerate cloud adoption. Trusted by thousands of enterprises, including 60 of the Fortune 500, Druva eliminates infrastructure complexity and management costs, enabling data resilience across multiple geographies and clouds.
About the Role:
We are seeking a skilled Service Desk Specialist to join our Licensing and Order Management team. This role involves managing product licenses, troubleshooting customer issues, and coordinating with global sales and finance teams to ensure seamless customer entitlement and satisfaction. The ideal candidate is customer-focused, process-driven, and capable of multitasking efficiently in a dynamic environment.
Desired Skills & Experience:
- 4+ years of experience in Service Desk or similar customer-facing roles, preferably within a product company.
- Excellent phone etiquette, with strong written and verbal communication skills.
- Proficiency in MS Office applications is a plus.
- Experience working with software licensing processes.
- Familiarity with Order-to-Cash processes is advantageous.
- Exposure to AWS cloud, backup, and storage technologies is a plus.
- Ability to multitask efficiently and adhere to defined processes.
- Experience in running scripts to extract data from various databases is desirable.
- Familiarity with Salesforce and Google Workspace applications is preferred.
Key Responsibilities:
- Generate and deliver product licenses to Druva prospects, channel partners, and customers.
- Troubleshoot and resolve licensing-related customer issues.
- Collaborate with global Sales and Finance teams to resolve entitlement and billing discrepancies.
- Create Proof of Concept (POC) server instances on AWS following documented processes.
- Contribute to process design, optimization, and continuous improvement initiatives.
- Support retention of support contracts by delivering excellent customer service.
- Participate in customer experience improvement programs.
- Provide Service Desk coverage during assigned hours within a 24x5 operational framework.
- Proactively identify gaps, suggest improvements, and notify customers within defined SLAs.
- Manage proactive support queries and communicate updates spontaneously.
If you thrive in a fast-paced, customer-focused environment and are passionate about driving operational excellence, Druva offers an exciting opportunity to be part of a global leader in data resilience.
