Customer Support Agent – SaaS Helpdesk

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Fastmail

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1999

📡 Telecommunications

🔒 Cybersecurity

⚡ Productivity

Telecommunications • Cybersecurity • Productivity

Fastmail is a company providing fast, private email hosting services for both individual users and businesses. With a strong focus on user privacy and security, Fastmail offers features such as Masked Email, powerful search functionalities, and support for migrating from other email services like Gmail and iCloud. They specialize in keeping email independent of big tech, advancing open standards, and offering a highly secure and reliable email experience. The service is ad-free and offers personal support to keep users' email running smoothly across multiple platforms.

📋 Description

• 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 the United States) 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). • A diploma, Bachelor's degree, or equivalent is a bonus point. • Experience working with a privacy-focused, security-conscious information technology organization is a bonus point. • An interest in email and calendar technologies is a bonus point.

🏖️ Benefits

• Four weeks of paid time off. • Paid sick leave, holidays, and parental leave. • Paid sabbatical for long-term staff. • Ongoing professional development opportunities.