Fastmail

Customer Support Agent – SaaS Helpdesk

Fastmail

full-time

Posted on:

Location Type: Hybrid

Location: Philadelphia • Pennsylvania • United States

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Salary

💰 $58,093 - $66,807 per year

Job Level

Junior

About the role

  • 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.

Requirements

  • One year of experience supporting customers via email in similar tech support roles.
  • Outstanding written communication skills—writing is a central part of your role.
  • A positive and engaging approach to customer interactions.
  • Strong interpersonal skills, patience, compassion, enthusiasm, and diligence.
  • Experience with ticketing software (Zendesk is a plus).
  • **Bonus points if you have:**
  • A diploma, Bachelor's degree, or equivalent.
  • Experience working with a privacy-focused, security-conscious information technology organization.
  • An interest in email and calendar technologies.
Benefits
  • 100% covered medical and dental benefits for you from day one.
  • Generous contributions for partners and dependent coverage (also available from day one).
  • Four weeks of paid time off.
  • Paid sick leave, holidays, and parental leave.
  • Paid sabbatical for long-term staff.
  • Ongoing professional development opportunities.
  • SIMPLE IRA match of up to 3%.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical troubleshootingproblem resolutionwriting documentationcustomer supportemail technologiescalendar technologies
Soft Skills
written communicationinterpersonal skillspatiencecompassionenthusiasmdiligenceengagementteam collaboration
Certifications
Bachelor's degreediploma