About the job
Join our dynamic Fastmail team as a Senior Tier 3 Customer Support Agent in our Melbourne office, where you will become an integral part of a dedicated team of specialists focusing on customer engagement and satisfaction.
In this role, you will provide expert guidance and solutions to our customers, addressing technical challenges with precision and care. Your day-to-day responsibilities will involve crafting insightful responses that address complex queries, whether it’s troubleshooting an intricate IMAP setup or explaining our premium features. Every interaction is an opportunity to make our customers feel valued and understood.
Fastmail: Pioneering Email Solutions
Since 1999, Fastmail has been at the forefront of independent email services, proudly headquartered in Melbourne, Australia, and serving a diverse global clientele. Our mission is to enhance the email experience for our users by delivering a premium service that they are eager to support. We are committed to improving email standards and technology while championing open-source initiatives and advocacy efforts.
To fulfill our mission, we rely on a passionate team that prioritizes customer service, product enhancement, and industry innovation.
Our Core Values
At Fastmail, our principles guide our actions:
- We are responsible digital citizens — advocating for open protocols and fostering positive relationships in technology.
- We drive innovation — leading our industry by developing and refining standards and technologies.
- We pursue knowledge — maintaining a curious mindset to deeply understand our systems.
- We encourage collaboration — achieving consensus through open dialogue and teamwork.
Your Role
As a Senior Tier 3 Support Agent, you will tackle the most challenging technical issues. Your key responsibilities include:
- Resolving intricate technical escalations while delivering outstanding customer service across various channels such as email and social media.
- Applying advanced troubleshooting skills, conducting root cause analyses, interpreting logs, and demonstrating extensive product knowledge.
- Exercising sound judgment in managing sensitive situations independently.
- Mentoring Tier 1 and Tier 2 support agents, enhancing their technical and customer service competencies.
- Safeguarding customer security and privacy by identifying suspicious activities, preventing abuse, and enforcing verification protocols.
- Creating and updating high-quality documentation including help articles, internal manuals, and technical reports for engineering teams.
- Collaborating with our global team (in the US and India) via Slack, email, and daily Zoom meetings, with flexibility for time zone variations.
