Service Desk Specialist

Druva

Pune, Maharashtra, IndiaPosted 1 month ago

Skill Required

SupportITILSalesforceAWS

Key highlights

Salary/compensation: Not specified
Level Required: 2-10 years
Key benefit: Not specified
Notable requirement: 2-10 years of Service Desk experience in a customer-facing role

Role overview

Druva is seeking a Service Desk professional to join their team in Pune, providing customer-facing support and ensuring smooth operations in a 24x5 environment. The role involves managing product licensing, troubleshooting customer issues, and collaborating with global teams to enhance customer experience and support contract retention.

Responsibilities

Generate & deliver appropriate product licenses to Druva prospects, channels, and 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.
Participate in customer experience improvement programs.
Provide Service Desk coverage during assigned hours in a 24 X 5 working environment.
Identify gaps and suggest improvements or possible solutions.
Work on proactive support queries and notify customers within defined SLAs.

Requirements

2-10 years of Service Desk experience in a customer-facing role.
Excellent phone etiquette with outstanding written and verbal communication skills.
Ability to multi-task efficiently.
Ability to adhere to well-defined processes.