Customer Support Agent

We're looking for a **Customer Support Agent** to join the Fastmail team in our Melbourne office. This full-time role is 37.5 hours per week, working **Saturday through Wednesday**, with Thursdays and Fridays off.

You can read about our values, and our blog contains interviews with some of the people who will become your colleagues at Fastmail.

**Fastmail is a small company making a big difference**:
We understand that these aims can only be achieved with a dedicated team passionate about serving our customers, improving our product, and driving the industry forward.

**Our Culture and Values**:
At Fastmail, our guiding principles shape everything we do:

- **We are good internet citizens**—we believe in open protocols, sharing technology, and fostering good relationships.
- **We build the future**—we are leaders in our industry, and build or improve standards and technology to further that.
- **We seek understanding**—we are curious and seek deep understanding of our systems.
- **We value discussion**—we reach agreement through constructive, iterative collaboration.

**About the job**:
We’ll show you the ropes: during the first few weeks, you’ll go through our onboarding. After that, we’ll continue to train you on progressively complex or sensitive tasks through regular coaching with your team leads and peers.

**What makes your work unique**:
We love our customers and want to give them the best possible experience. In this role, you will have the unique opportunity to impact those customer experiences directly. You will be interacting with customers with kindness, compassion, enthusiasm, and professionalism. Your role will focus on solving immediate issues, determining root causes of those issues, and acting as a trusted advisor for our current and prospective customers. With a commitment to continuous learning and development, you will thrive in a culture that puts its people and customers at the forefront of every decision.

**What are your responsibilities?**:
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.
- Interacting with customers on social media and other public spaces where people talk about Fastmail.
- Troubleshooting and resolving technical issues, replicating and describing issues, and escalating as appropriate.
- Being familiar with and able to confidently use support documentation and tools.
- Developing and maintaining product knowledge (you’ll be trained on the ins and outs of our products) and staying updated on trending issues and product updates.
- Writing and maintaining customer-facing help pages, internal documentation, and standard responses for our most common questions.
- Performing routine tasks to assist in preventing spam, phishing, and abuse on our servers (we'll show you how).
- Developing strong communication and collaboration skills through activities such as team huddles and liaising with technical specialists.
- Other duties as assigned.

**Salary**:
This role has a base salary of $74,360, plus weekend penalties (currently $11,514 annually), plus superannuation.

**Requirements**:
**About you**:

- **A strong, empathetic communicator**: You’re confident in your interpersonal skills, ability to communicate both in writing and verbally, and genuinely enjoy supporting others. You value clarity and are comfortable adapting your communication style to suit different people and situations.
- **Inquisitive and insightful**: You’re adept at understanding people and technology. You know how to ask the right questions—whether you’re clarifying someone’s needs or digging into technical details—to get the information you need.
- **A problem solver**: You thrive on solving technical issues and are driven to find underlying causes and effective resolutions.
- **Diligent**: You’re known for being organised. You have a knack for noticing patterns, making logical connections, and articulating things carefully, both in writing and verbally.
- **Self-aware**: You know your own limitations. You are eager to learn about issues you haven’t encountered before, and also recognise when to escalate complex cases to more experienced staff or developers when appropriate.
- **Team-oriented**: You value collaboration and are excited to contribute to a culture that encourages open communication and collective problem-solving.

**Qualifications & Experience**:

- Minimum of one year in customer support or a related field.
- Excellent written and verbal language skills.
- Experience with ticketing software such as Zendesk.
- A Diploma or Bachelor's degree or relevant experience is highly regarded—we value diverse paths to expertise.

**What are your responsibilities?**:

- Help customers solve problems with kindness and compassion, and empower them to resolve issues on their own.
- Interact with customer