Customer Support Agent (SaaS Helpdesk) - India (remote)

2 hours, 22 minutes ago
Full-time
Junior
Technical Writing and Documentation
Fastmail

Fastmail

Fastmail is a privacy-focused email service provider known for its fast, reliable, and feature-rich solutions with a strong emphasis on privacy and user control.

IT Services
251-1K
Founded 1999
$13M raised

Description

  • Respond to customer inquiries across multiple channels with timely, written support.
  • Troubleshoot and resolve technical issues, including replicating problems and escalating when needed.
  • Help customers solve problems with kindness and guide them toward self-service when appropriate.
  • Build and maintain product knowledge about Fastmail’s email products and related issues.
  • Write and update customer-facing help pages, internal documentation, and standard responses.
  • Help prevent spam, phishing, and abuse while following privacy and security best practices.
  • Work closely with a global team through Slack, email, and Zoom huddles.
  • Participate in team activities such as facilitating meetings and interviewing candidates.
  • Support other tasks and duties as assigned.

Requirements

  • 1 year of experience supporting customers via email in a similar tech support role.
  • Outstanding written communication skills.
  • A positive and engaging approach to customer interactions.
  • Strong interpersonal skills, patience, compassion, enthusiasm, and diligence.
  • Experience with ticketing software; Zendesk is a plus.
  • Diploma, Bachelor's degree, or equivalent (preferred).
  • Experience working in a privacy-focused, security-conscious IT organization (preferred).
  • Interest in email and calendar technologies (preferred).
  • Must already have the right to work in India; no visa sponsorship is available.
  • Must reside in Karnataka or Kerala, India.

Benefits

  • Four weeks of paid time off.
  • Paid sick leave, holidays, and parental leave.
  • Paid sabbatical for long-term staff.
  • Ongoing professional development opportunities.
  • Base salary of ₹14,36,186 plus premiums for Saturday and Sunday shifts, for an annual salary of ₹16,51,614.
  • Transparent, non-negotiable pay levels with annual increases in July.
  • Established weekly schedule with the same five days and hours each week.
  • 30-minute paid lunch break during the 40-hour workweek.

Interested in this position?

Apply directly on the company website

Apply Now

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