Customer Support Agent, SaaS Helpdesk

About the role

Fastmail Support team builds and maintains premium email services for a global customer base. The Customer Support Agent crafts thoughtful written responses, troubleshoots email and DNS issues, and creates help documentation while collaborating with global teammates via Slack and Zoom. Remote work from India, full-time schedule, 40 hours/week, with occasional flexibility for time‑zone differences.

What you’ll do

• Assist customers in solving technical email problems with kindness
• Troubleshoot, replicate, and document issues, escalating when needed
• Respond to queries across multiple channels promptly
• Maintain and author customer‑facing help pages and internal docs
• Apply privacy and security best practices to protect data
• Collaborate with global team via Slack, email, and Zoom huddles
• Participate in team meetings and interview processes for new hires
• Handle additional tasks as allocated

What you’ll bring

• 1 year experience in tech support via email
• Outstanding written communication skills
• Positive, engaging customer approach
• Strong interpersonal and patience
• Experience with ticketing software (Zendesk a plus)
• Diploma or Bachelor’s degree or equivalent
• Experience in privacy‑focused, security‑conscious IT
• Interest in email and calendar technologies

Skills

Benefits

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