Fastmail

IT Support

• 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.

Tier 3 Customer Support Agent – SaaS Helpdesk