Technical Support Representative

As a Technical Support Representative at Fathom, you will engage directly with users through email and Zoom, addressing their inquiries and resolving technical challenges. You will also escalate bugs to our Engineering team, become proficient in our CRM integrations with platforms like Hubspot and Salesforce, and act as a voice for customer feedback aimed at enhancing our product.

Fathom is looking for candidates who possess excellent verbal and written English skills, ideally at a C1 level or above. Familiarity with common SaaS technical concepts, a strong problem-solving capability, and the motivation to provide exceptional customer service are essential. A growth mindset and a willingness to adapt as the company evolves are also highly valued.

Yes, the Technical Support Representative role at Fathom is a fully remote position. You will have the flexibility to work from anywhere, but it’s important to be available for 40 hours a week during typical US working hours, from Monday to Friday.

Fathom values transparency in its hiring process. Candidates will meet team members from Support and Success teams to ensure compatibility, and there will be assessments of both technical and soft skills. The hiring process is designed to be straightforward, encouraging candidates to ask questions and gain a clear understanding of the company culture.

Technical Support Representatives at Fathom may encounter a variety of challenges, including troubleshooting complex technical issues, interpreting API documentation, and addressing diverse user needs. The role requires creative problem-solving skills to find effective solutions and transform potentially frustrating experiences into positive interactions.

Begin by ensuring the customer feels heard and understood. Empathize with their frustration, and then calmly walk them through potential solutions, while providing regular updates on the issue's status. Always maintain a positive attitude, and if the issue requires escalation, assure them that it will be prioritized.

Discuss any previous experience you have with CRM platforms, emphasizing your ability to configure and troubleshoot integrations. If you're less familiar, express your eagerness to learn and provide any relevant technical skills you possess that would allow you to quickly adapt to Fathom's integrations.

I prioritize by assessing the urgency and impact of each inquiry. High-priority issues affecting many users are tackled first, while those that are less urgent might be scheduled for follow-up. I also use organizational tools to keep track of inquiries efficiently.

I regularly read industry blogs, participate in webinars, and join user communities. Networking with fellow professionals and attending tech conferences also helps me stay informed on emerging trends that could impact customer support.

In a previous role, I was tasked with learning a new ticketing system within a week. I dedicated focused time to hands-on learning, reviewed documentation, and sought guidance from colleagues. By putting theory into practice, I quickly became proficient.

I would gather all relevant feedback, including patterns and specific examples. Then, I would present this information constructively to the product team, framing it in terms of potential business benefits while representing the user’s voice effectively.

I utilize ticketing systems to log interactions in a structured way, noting the customer’s issue, steps taken, and solution provided. I also make a habit of updating our internal knowledge base to contribute to team learning and process improvements.

I remain calm and focused, quickly assessing the nature and urgency of each inquiry. I prioritize urgent issues while ensuring that all customers are acknowledged and informed about potential wait times, maintaining a balance between quality care and efficiency.

Customer support is a frontline connection between the company and its users. It builds trust and loyalty while fostering a positive brand image. In a tech-forward company like Fathom, it’s crucial for understanding the customer experience and driving product improvements.

In a previous role, a customer faced a significant issue right before a deadline. I coordinated with our engineering team to provide a rapid solution, keeping the customer updated throughout. Following the resolution, I ensured they received additional resources to prevent future issues, which they greatly appreciated.