Product Support Specialist

Arattai Technology Solutions Pvt. Ltd. is an Indian technology company focused on building secure and privacy-first communication products. Its flagship offering, Arattai, is a modern messaging app enabling seamless interaction through chats, calls, media sharing, and meetings.

The platform is shaped by Zoho’s extensive experience in communication and collaboration technologies, which strengthens its technical and architectural foundation. Guided by Zoho’s strong privacy-first principles, Arattai is built with a deep commitment to security and the protection of user conversations.

Company Name: Arattai Technologies Private Limited

Role: Product Support - Arattai

Experience: 3 - 6 years

Work Location: Chennai

Role Overview

Product Support

Key Responsibilities

• Act as the first point of contact for customers and partners to address product-related queries, technical clarifications, and issue resolutions.
• Assist clients with onboarding, account setup, configuration, and feature enablement, ensuring a smooth product experience.
• Collaborate with internal Product, Engineering & QA teams to reproduce, troubleshoot, and resolve reported issues.
• Provide solution consultation by understanding customer goals and recommending suitable product workflows and best practices.
• Offer product insights and assist in demo sessions with potential or existing customers to help them understand new capabilities.
• Maintain detailed documentation of feedback to improve support quality and internal knowledge sharing.
• Contribute to the creation and maintenance of knowledge-base articles, FAQs, and training materials to enable customer self-service.
• Identify recurring issues or friction points and provide actionable inputs to the Product team for improving usability and reliability.
• Partner with the Quality and Release teams to validate new features before rollout and help ensure a smooth customer experience post-launch.
• Track support metrics like response time, resolution rate, and user satisfaction to improve support processes continually.
• Collaborate with cross-functional teams during incident management or product escalations, ensuring transparent communication and timely resolution.
• Proactively communicate product updates, new releases, and best practices to users and internal teams.

Required Skills & Experience

• 3-6 years of experience in Product Support, Business Development Support, Client Handling, or Customer Success, preferably in SaaS or communication platforms.
• Strong skills in business development and client relationship management, with the ability to build trust and rapport with diverse customers.
• Proven experience in solution consultation and implementation assistance, helping clients adopt and optimize product capabilities.
• Excellent communication, presentation, and problem-solving skills, with the ability to engage both technical and non-technical stakeholders.
• Strong analytical mindset with attention to detail and a structured approach to process ownership.
• Ability to multitask in a fast-paced environment while maintaining high service quality.

Additional Skills

• Knowledge and exposure to REST APIs and HTTP protocol standards.
• Exposure to SaaS product ecosystems or business messaging platforms.