Fastmail

IT Support

• Helping customers solve problems with kindness and compassion, and empowering them to resolve issues on their own.
• Troubleshooting and resolving technical issues, replicating and describing issues, and escalating to senior staff or developers as appropriate.
• Responding to incoming queries through various channels in a timely manner, with a focus on written communication.
• Becoming familiar with and being able to use support documentation and tools confidently.
• Developing and maintaining product knowledge: you'll be trained on the ins and outs of email, and our products, and you'll stay informed on trending issues and product updates.
• Writing and maintaining customer-facing help pages, internal documentation, and standard responses for our most common questions.
• Helping prevent spam, phishing, and abuse while applying privacy and security best practices to protect customer data (we'll show you how).
• Working closely with our global team (Australia and India) through Slack, email, and daily huddles via Zoom—with occasional flexibility for time zone differences.
• Engaging in opportunities to grow your skillset, such as facilitating team meetings and participating in interviews for potential colleagues.
• Plus other tasks and duties as allocated to you.

Customer Support Agent – SaaS Helpdesk

• Resolving complex technical escalations while providing exceptional customer support across multiple channels, including email and social media.
• Providing technical expertise for complex problems, advanced troubleshooting, root cause analysis, log interpretation, and deep product knowledge.
• Exercising sound judgment and independently handling sensitive situations.
• Coaching Tier 1 and Tier 2 support agents, helping develop their technical skills and customer service capabilities.
• Protecting customer security and privacy, identifying suspicious activity, preventing abuse, enforcing verification protocols, and ensuring strict adherence to privacy and legal obligations.
• Creating and maintaining high-quality documentation, including help articles, internal guides, and technical reports for engineers.
• Working closely with our global team (US and India) through Slack, email, and daily huddles via Zoom — with occasional flexibility for time zone differences.
• Building collaborative relationships across the organization, escalating issues to other areas of the organization, including engineering, and following up to ensure resolution.

Customer Support Agent – SaaS Helpdesk

Tier 3 Customer Support Agent – SaaS Helpdesk