Service Desk Specialist

About Druva: You won’t just join a company at Druva, you’ll help shape the future of data security at the moment it matters most. We are building a modern standard with our cloud-native solutions, designed to simplify the toughest challenges in cyber resilience for our customers. As the pioneer and market leader in fully managed SaaS data protection, we help organizations secure and recover their data from ransomware, cyberattacks, and operational disruptions without the complexity, cost, or risk of legacy infrastructure. Our momentum is backed by the market: Druva was named a Leader in the 2025 Gartner® Magic Quadrant™ for Backup and Data Protection Platforms, a Leader in the 2025 IDC MarketScape for Cyber-Recovery, and a Leader & Outperformer in the 2025 GigaOm Cloud Data Protection Radar. Even better, customers validate that leadership every day through strong Gartner Peer Insights ratings, standout Net Promoter Scores (NPS), and top willingness-to-recommend results. 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