Fastmail is seeking a Hybrid Customer Support Agent for a Center City Philadelphia-based role. You’ll join a team of friendly experts handling customer interactions and resolving issues across our SaaS helpdesk and technical support platforms. In this role you’ll troubleshoot technical problems (including email configurations and DNS concepts), craft clear, helpful responses, and empower customers to resolve issues on their own. You’ll respond to inquiries across multiple channels in a timely, written-focused manner and stay current with product knowledge, updates, and documentation. You’ll also contribute to updating customer-facing help pages and standard responses, and you’ll help prevent spam, phishing, and abuse while applying privacy and security best practices to protect customer data. You’ll collaborate with our global team in Australia and India via Slack, email, and Zoom, with occasional time-zone flexibility. There are opportunities to grow your skills, including facilitating team meetings and participating in interviews for new colleagues.

About you We love our customers and want to give them the best possible experience. This role is a good fit if you excel at written communication, enjoy helping people, adapt your style to connect with different customers, ask questions to elicit necessary information, and enjoy solving technical challenges. You’ll learn about email systems, DNS, and other technologies powering our service. You should notice patterns, learn independently from technical documentation and internal updates, and know when to escalate complex issu

Fastmail is seeking a Hybrid Customer Support Agent for a Center City Philadelphia-based role. You’ll join a team of friendly experts handling customer interactions and resolving issues across our SaaS helpdesk and technical support platforms. In this role you’ll troubleshoot technical problems (including email configurations and DNS concepts), craft clear, helpful responses, and empower customers to resolve issues on their own. You’ll respond to inquiries across multiple channels in a timely, written-focused manner and stay current with product knowledge, updates, and documentation. You’ll also contribute to updating customer-facing help pages and standard responses, and you’ll help prevent spam, phishing, and abuse while applying privacy and security best practices to protect customer data. You’ll collaborate with our global team in Australia and India via Slack, email, and Zoom, with occasional time-zone flexibility. There are opportunities to grow your skills, including facilitating team meetings and participating in interviews for new colleagues.

About you We love our customers and want to give them the best possible experience. This role is a good fit if you excel at written communication, enjoy helping people, adapt your style to connect with different customers, ask questions to elicit necessary information, and enjoy solving technical challenges. You’ll learn about email systems, DNS, and other technologies powering our service. You should notice patterns, learn independently from technical documentation and internal updates, and know when to escalate complex issu