About Druva:

Druva enables cyber, data and operational resilience for every organization with the Data Resiliency Cloud, the industry’s first and only at scale SaaS solution. Customers can radically simplify data protection, streamline data governance, and gain data visibility and insights as they accelerate cloud adoption. Druva pioneered a SaaS-based approach to eliminate complex infrastructure and related management costs, and deliver data resilience via a single platform spanning multiple geographies and clouds.

Druva is trusted by thousands of enterprises, including 60 of Fortune 500, to make data more resilient and accelerate their journey to the cloud. Visit druva.com and follow us on LinkedIn, Twitter and Facebook. 

About Role:

Desired Skills & Experience

• 2- 5 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
• 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 advantage.

Brief roles and responsibilities

• Generate & deliver appropriate product license to Druva prospects, channels & customers.
• 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 experience.
• 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.