Business Analyst


Part of the Customer Experience team, this position requires a highly motivated and energetic individual with a passion for helping clients maximize adoption of our cloud-based solutions. Responsible for ensuring continued customer satisfaction by performing technical support tasks and issue resolution. Prefer local Ahmedabad vicinity candidates. If you are out of state, clearly indicate if you are planning to relocate to Ahmedabad.


  • Become an expert in Malbek solutions and well-versed in contract management industry knowledge
  • Collaborate with customers to understand requirements and business objectives
  • Configure the Malbek solution using best practices and our methodology to meet customer objectives; collaborate with internal team members to ensure the highest level of customer success
  • Work closely with customers to validate configurations, import data, configure integrations and provide overall support for implementing the solution
  • Monitor and respond to support tickets via email, phone, and our help system
  • Collaborate with other team members to bring support tickets to resolution
  • Assist with creating or maintaining support articles, knowledge base, FAQs
  • Share responsibility for responding to critical support tickets outside of our support hours
  • Participate in product testing and other internal activities to ensure we are always delivering the best product and service to our


  • Positive attitude, strong desire to be a part of the team and growing company
  • Willingness to learn the product end-to-end, both with self-discovery and with our support
  • This is not a technical role, but a good technical aptitude is desired and will help with learning
  • Experience in a customer support or consulting role a plus
  • Excellent problem-solving skills; ability to empathize with customers; ability to communicate solutions in a clear, positive, and professional manner
  • Ability to build strong relationships with internal teams and customers
  • Flexibility in hours (off hours and weekend work required occasionally)

Experience required: 3-5+ years


To apply for this position, please complete the form on this page and attach your resume.