Technical Support Specialist, Fountain
All-in-one high volume hiring platform
Be an early applicant
All-in-one high volume hiring platform
201-500 employees
Be an early applicant
201-500 employees
Company mission
To help organizations find and hire the right people across industries such as retail, healthcare and logistics.
Role
Who you are
- Successful candidates will be passionate about solving problems and helping customers; thrive in cultivating genuine relationships; love tinkering and figuring out how things work; be able to spot problems and identify patterns; demonstrate a can-do attitude and a sense of ownership; and handle ambiguity well
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
- 2+ years of experience in a technical support role at a software company
- Strong troubleshooting skills with the ability to diagnose complex technical issues
- Familiarity with software development processes and technologies (e.g., APIs, databases, querying DBs via SQL) and familiarity with log and error monitoring
- Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users
- Strong problem-solving abilities and a customer-oriented mindset
- Experience with ticketing systems and support tools (e.g., Intercom, Zendesk, Linear, JIRA) is a plus
- Experience with different HR systems, ATSs, and multi-product suites is preferred
Desirable
- Experience in B2B SaaS startup environments
- Working remotely for a global company across multiple time zones
- SQL experience
What the job involves
- As a Technical Support Specialist, you will have the opportunity to maintain relationships with some of the biggest brands in the world, support a wide variety of features and integrations, resolve issues, drive adoption, and be the voice of the customer with internal teams.
- Our team’s mission is to build, deepen and grow relationships with our customers. This role works on Tier 2 and Tier 3 levels of support which requires more advanced technical acumen.
- Respond to customer inquiries in Intercom ticketing system in a timely and professional manner, and provide work arounds or alternate solutions while issues are being investigated
- Diagnose and troubleshoot software issues, providing effective solutions or escalating as necessary by generating well informed and documented tickets in Linear
- Investigate problems using data logs, on platform and API testing, using Fullstory to view user sessions, backend settings, and engaging with our integration partners
- Collaborate with engineering, support engineering, and product teams to identify and resolve technical problems
- Create RCA (Root Cause Analysis) documentation for some incidents when necessary
- Create and maintain technical documentation, including FAQs, user playbooks, and troubleshooting tips
- Assist in the onboarding process for new team members, providing training and support as needed
- Gather customer feedback and insights to help improve product features and support processes
- Participate in team meetings to discuss ongoing issues, share knowledge, and enhance overall support quality
- Fountain is a multi-product suite, so it’s pertinent to the success of the team to stay up-to-date with product updates, new features, and industry trends to provide informed support
- Establish baseline performance metrics related to service level agreements (response rates and resolution times) and key performance indicators like ticket volume addressed, first touch resolutions, and CSAT
Our take
Companies regularly struggle with recruitment, spending valuable time and resources on sourcing candidates, interviewing them, and analyzing job eligibility. Applications are processed through antiquated job board systems and require additional lengthy processes such as paperwork signing, background checks, and training - ultimately presenting a need for innovation in the recruitment processes.
Fountain provides a data-driven recruitment and candidate management platform for businesses, allowing them to leverage their data to identify recruitment inefficiencies, and automate interviewing, hiring, and post-hire workflows. The company provides bespoke solutions for industries such as hospitality, healthcare, and retail, integrating its technology within industry-specific software and communication formats to make the recruitment experience easier for prospective employees and employers.
Whilst it faces competition from other automation-driven recruitment platforms, Fountain stands out by improving the recruitment process for both employees and employers, helping to reduce communication and processing speeds for both parties. Through this approach, the company claims that it can increase recruitment scope, speed up recruitment processes, and help companies to hire the best candidates for their hiring goals. In 2023 it released conversational AI tools for frontline workforce management, and Fountain Onboard and Fountain Compliance, utilising developments in the machine learning space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2022
$100m
SERIES C
Nov 2021
$85m
SERIES C
Total funding: $217.1m
Company benefits
- Flexible PTO & Work Hours
- "Work from Anywhere" Policy
- Comprehensive medical, dental, and vision coverage
- HSA & FSA (Medical and Dependent Care)
- Life Insurance & STD/LTD
- 16 Weeks Paid Parental Leave for Birth/Adoption
- Wellness/Gym Reimbursement
- Phone Stipend
- Remote IT/Home Office Stipend
- Learning and Development Reimbursements
- Fun, interactive and inclusive team-building events, off-sites, and happy hours
- 401K Plan
Company HQ
Financial District, San Francisco, CA
Leadership
Sean Behr
(CEO)Previously a Senior Vice President of Global Operations for Adap.tv from 2007 to 2014. They are the Co-founder and CEO of STRATIM from 2014 to 2020.
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