Customer Support Specialist

Position Overview

As a Customer Support Specialist at Adgile, you will be the first point of contact for customers seeking technical assistance with our Catalyst client platform. Your primary role is to troubleshoot and resolve basic technical issues, provide exceptional customer service, and escalate more complex cases to relevant internal teams.

You will be responsible for managing issues through the full lifecycle, from the initial point of contact through to resolution, ensuring timely updates and effective problem solving. Working closely with the customer success, data and product engineering teams, you will contribute to maintaining a high level of customer satisfaction, improving support processes, and driving continuous improvement enhancement to our processes and platform.

This role requires a proactive self-starter who takes ownership of tasks, identifies opportunities for process improvement, and works independently to enhance the support experience.

Responsibilities

Customer Support & Issue Resolution

• Provide first-line technical support to clients via email, chat, and ticketing systems.
• Diagnose and troubleshoot basic software issues, guiding users through solutions.
• Manage issues through the full lifecycle, from first point of contact through resolution, ensuring timely follow-ups and updates.
• Escalate complex technical issues to relevant teams (customer success, data, product engineering, and commercial) when required.
• Track, prioritize, and manage support tickets to ensure timely resolution.

Maintain Knowledge & Documentation

• Maintain a deep understanding of Adgile’s SaaS platform, features, and integrations.
• Create and update knowledge base articles, FAQs, and troubleshooting guides.
• Identify recurring issues and work with the customer success and product engineering teams to implement proactive solutions.

Customer Communication & Engagement

• Ensure clear, professional, and timely communication with customers.
• Set expectations regarding issue resolution timelines and provide regular updates.
• Gather customer feedback to help improve support processes and product functionality.

Collaboration & Continuous Improvement

• Work closely with the customer success, product, and engineering teams to share insights and improve system performance.
• Assist in testing and validating bug fixes before release.
• Contribute to ongoing training programs for internal teams and clients.

Requirements

Essential

• Strong problem-solving skills with the ability to troubleshoot basic software issues.
• Excellent verbal and written communication skills with a focus on customer service.
• Ability to prioritize and manage multiple tickets effectively.
• Comfortable working with ticketing systems and knowledge base tools.
• Self-motivated, proactive, and able to work independently to resolve issues and improve support workflows.
• Minimum 1 year industry experience

Desirable

• Prior experience in a technical support or helpdesk role within a SaaS or software company.
• Experience in advertising technology, media analytics, or digital marketing platforms.
• Familiarity with basic SQL queries, APIs, or debugging logs.
• Exposure to tools like Zendesk, Intercom, Jira, or similar support platforms.
• Ability to identify opportunities for automation or process improvements in support workflows.