Customer Support Agent

1 week ago

Melbourne, Australia Fastmail Full time

We're looking for a **Customer Support Agent** to join the Fastmail team in Melbourne.

This position is for someone who will work **Friday through Tuesday**, 9:00 a.m. to 5:00 p.m.** (Wednesday & Thursday off).

**About the job**:
As a Customer Support Agent, you’ll be responsible for the execution of tasks & duties associated with the Support team including:

- Helping customers solve problems with kindness and compassion, and empowering them to resolve issues on their own.
- Troubleshooting and diagnosing technical issues, and escalating complex cases to senior staff or developers when appropriate.
- Responding to customers where they contact us: occasionally you’ll interact with customers via Twitter, phone, or chat.
- Developing and maintaining product knowledge: you’ll be trained on the ins and outs of our products, and you’ll stay informed on trending issues and product updates.
- Assisting with writing and maintaining customer-facing help pages, internal documentation, and standard responses to our most common questions.
- Performing daily tasks to help us stop spam, phishing, and abuse from happening on our mail servers (we’ll show you how).
- Engaging in opportunities to grow your leadership skills, such as facilitating team meetings and participating in interviews for potential colleagues.

**Requirements**:
We love our customers and want to give them the best possible experience. That's where you come in

This role may be great for you if:

- You love to solve tricky technical problems. You are driven to find the underlying issue and how to resolve it.
- You're detail-oriented: you have a knack for noticing patterns, making logical connections, and describing things carefully.
- You’re patient and enjoy understanding others. You don’t mind asking questions or explaining something twice. People say you get them.
- At least one year of experience in customer support or a related field.
- Excellent written and verbal language skills.
- Strong interpersonal skills, compassion, enthusiasm, and diligence.
- Bonus: Any experience interacting with customers via ticketing software such as Zendesk, or exposure to technical skills like HTML or coding.

If you are new to technology or tech support and interested in acquiring more technical skills, we're interested in developing that in you We extend opportunities to people with a broad range of backgrounds and experiences.

**Benefits**

This is a full-time role and like everyone on our team, you'll get good benefits, equipment, books, and whatever else you need to do your job comfortably.

This job is based in Melbourne, Australia. We have a strong in-person culture and are looking for someone who can be on-site and part of that culture. We aim to be in the office 3 days a week and you are welcome to work your remaining schedule at home or in the office. We also offer further remote flexibility for life events.

We encourage employees to write and speak about the great work we do, and we value people who are enthusiastic to learn and improve their skills. We’ll give you a conference & development budget to do so.

We welcome all applicants regardless of race, colour, religion, age, pregnancy, gender identity or expression, disability, or sexual orientation. We can’t help with a visa or sponsorship—you must already have the right to work in Australia.

**Sounds great What's next?**:
Please upload a PDF of your resume or enter your details in the fields provided. We'd also love to hear what you’re interested in, what makes the job interesting, and anything else you want to tell us up front.


**Salary**: $58k to $62k /year plus super for Monday-Friday roles; **$65k to $76k /year plus super** for full-time schedules that include Saturday and/or Sunday.

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