Customer Support Agent, Tier 1

We're looking for a Tier 1 Support Agent to join the Fastmail team in our Melbourne office. This position is for someone who will work Saturday through Wednesday (Thursday & Friday off).

Fastmail is a small company making a big difference

Fastmail has been the leading independent email service since 1999, headquartered in Melbourne, Australia, with a global customer base.

Our mission is to make email better. We make email better for our customers by providing the premium email service that people are proud to pay for. And we make email better for the world by leading standards, open source, and advocacy work.

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.

Tier 1 Support Agent

As a Tier 1 Support Agent, you'll be a vital member of the Fastmail team, dedicated to providing exceptional support and ensuring a positive experience for our current and prospective customers. Generally, interactions are a mix of troubleshooting and providing customer service that helps people feel heard.

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 work alongside an all-star support team, 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.

Salary: At Fastmail, we have implemented a transparent and fair pay framework. This role has a non-negotiable base salary of $71,500, plus weekend penalties, plus superannuation, which is reviewed at the end of each financial year.

Please note: We reserve the right to disqualify an application that appears to us to have been written using any form of AI. We greatly value technology, however your ability to respond in your own words is really important to this role, and responses generated by AI appear using a very generic tone and language that we have probably seen in other applications. Please be yourself when applying for this great opportunity

Requirements

Who are you?

• A strong, empathetic communicator: You're confident in your interpersonal skills 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 organized. You have a knack for noticing patterns, making logical connections, and articulating things carefully.
• An independent learner: You enjoy learning by reading — much of your time will be spent reading technical documentation and internal updates sent via email.
• Self-aware: You know your own limitations. You are eager to learn about issues you haven't encountered before, and also recognize 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.
• Diploma or Bachelor degree or equivalent experience will be highly regarded.
• Excellent written and verbal language skills.
• Experience with ticketing software such as Zendesk.
• An interest in developing technical skills, including an understanding of email, calendars, clients, and DNS.

What are your responsibilities?

• Directly respond to incoming queries from various channels, including email, with high-quality and timely interactions, ensuring customer and business needs are fulfilled.
• Help customers solve problems with kindness and compassion, and empower them to resolve issues on their own.
• Interact with customers on social media and other public spaces where people talk about Fastmail.
• Troubleshoot and resolve technical issues, replicating and describing issues and escalating as appropriate.
• Be familiar with and able to confidently use support documentation and tools.
• Develop and maintain product knowledge and stay updated on trending issues and product updates.
• Write and maintain customer-facing help pages, internal documentation, and standard responses for our most common questions.
• Perform routine tasks to assist in preventing spam, phishing, and abuse on our servers.
• Applying your understanding of privacy, security, email loss risks, and other risks to customers to ensure information you provide does not introduce risk and reduces risk whenever possible.
• Develop strong communication and collaboration skills through activities such as team huddles and liaising with technical specialists.
• We have team members in the United States and India, and we're in close communication with them. This means a fair bit of email and Slack chat, and daily video chats. Occasionally, you'll need to be available outside of your usual schedule for a meeting.
• Other duties as assigned.

Benefits

What We Offer

At the heart of our success is our team and the culture we've built together. This is a full-time role, 37.5 hours per week. Everyone on our team enjoys:

• A hybrid work style, we have a strong in-person culture and are looking for someone to be a part of that culture. The right candidate for this role will be in the office on Mondays and Wednesdays. You'll have the option to work remotely or from the office on other days.
• Team lunches; and our kitchen is always stocked with snacks to keep you fueled. Plus, we organise various team activities to keep the camaraderie strong.
• Our Employee Assistance Program, with free confidential support for mental health, well-being, and life's challenges.
• Our commitment to continuous learning and growth — we offer ongoing professional development opportunities to support our high-performing team.

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