Hybrid Customer Support Agent – SaaS Helpdesk

at Fastmail

• Job title: Customer Support Agent – SaaS Helpdesk
• Job type: Full Time
• Experience level: Junior
• Salary: $58,093 - $66,807 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Philadelphia, United States

About the role

• Customer Support Agent resolving customer issues and enhancing user experience for Fastmail. Engaging in various forms of communication to provide support and solutions.

Responsibilities

• 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%.