Business Analyst and Customer Support

Location: Ahmedabad, India

This position will be a part of the Customer Experience team with a fast-paced, highly collaborative environment, laser focused on customer satisfaction with Malbek solution implementation.  This is a functional (non-technical role) and prefer local Ahmedabad vicinity candidates.  If you are out of state, clearly indicate if you are planning to relocate to Ahmedabad.

Duties and Responsibilities

          • 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

Skills Requirement

          • 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.