Guidelines & Policies
This page aims to clarify everything you need to know about Document submission and general policies. Applicants can submit missing documents that are required to complete their application. Often this happens via Fountain, but they do have the option to upload documents via Zendesk as well.
The employees/ applicants are provided links to upload documents directly to their Fountain profile during recollection but sometimes, this may not work and the employees end up submitting their documents on Zendesk.
Always check Fountain to ensure the purple box stating Re-collecting on the applicant/ employee's profile. The purple box labeled ‘Re-collecting’ signifies that one or more documents are being recollected and the applicant will receive a message detailing the required document.
In most cases, they also receive links to upload their documents.
Once certain that the document uploaded on Zendesk is correct, click on Cancel Re-collection in the Files section.
If the document provided by the applicant is not relevant/ unnecessary, or already exists on Fountain, refrain from uploading it.
Confirm that all necessary documents have been received before proceeding. Once all required documents are in place, move the applicant to the 'Review Fields' stage.
⏰ Tip! By cross-referencing Files and History, you can confirm whether all documents are received or not. Rejected documents and any re-collection activities are logged in the History section for tracking and reference.
Working Students with 16B visas need to upload their current semester enrollment certificate. If it has less than 1 month’s expiry, then next semester's enrolment letter is also required.
All non-EU citizens are required to upload their passports as well as work permits/visas.
German citizens are only required to upload a valid German National ID (Ausweis). EU citizens can upload their passports and do not require a work permit/visa.
If applicants are still missing some documents and we have already initiated recollection, feel free to copy the message from Fountain (directly from Messages or from History, sent as email) and send it to them.
⚠️ At times, applicants may upload documents to Fountain without realizing that additional confirmation is required. Consequently, they might remain in the 'Waiting for Documents' stage even after uploading everything.
Other info (SSN, IBAN, tax ID)
Applicants often upload documents related to their bank details, Social Security Number or Tax ID and want to update it.
If the applicant wants to update any piece of information such as IBAN, BIC, SSC or Tax ID and they are on the Assessment Centre stage, we do not process such requests; we inform them that they will be asked to provide us with this information later in the application process.
🚨 Alert! When it comes to information like IBAN, BIC, tax ID and SSN, we upload them when they're missing even when someone is on CSWL stage (of course after checking if it's actually missing).
Go to Secure Fields and click on ‘Show Empty Fields’ to update such information.
Remember that all fields in Secure Fields need to contain numbers and letters WITHOUT SPACES.
Step-by-Step
💡 This page will take you through every step of the process when an employee wants to submit a missing Document. Applicants can submit missing documents that are needed to complete their application. Often this happens via Fountain but they do have the option to do this via Zendesk as well.
First of all, we will be contacted by the employee who wants to submit a document via a Zendesk Ticket:
Then copy the E-Mail address of the applicant.
Now open up Fountain and paste the applicant’s Email to the Search Bar on the top right. Press enter and search for the applicant. Then proceed to click on the application. There are cases when multiple applications are visible. Make sure to upload the document in only the latest active application/ profile linked to the email address from Fountain.
Check the current Stage the applicant is in:
This purple box means that one document needs to be recollected and the applicant got a message telling them which document we need. (They also get links to upload documents but do not always use them.)
Now open up the File option in the application on the top right:
If you determine that the document the employee supplied on Zendesk is the correct document click "Cancel Re-collection”
Download the Document the applicant sent to us in the Zendesk Ticket:
9. Open up the submenu ‘’More Actions’’ and press on ‘’Upload File’’:
Alert! Remember to download the document from Zendesk and check if it's relevant. If everything is in order, please skip to step 10.
If the document sent by the applicant is not relevant/not necessary/already in Fountain there is no need to upload it. Go back to the ticket and inform the employee.
If the document has already been uploaded, go back to the ticket and inform the employee. Please also apply Go back to the Zendesk ticket and use the macro DE > EN > Wrong stage - Documents already on Fountain then solve the ticket.
If turns out it is NOT THE REQUESTED DOCUMENT we need to know exactly what we requested for the employee. Go to"Messages" and read what was sent to the applicant.
- The message says exactly what kind of document we need and it also contains a personalized link to upload the requested document.
- Copy the message from Fountain and insert it into a public reply in the Zendesk Ticket from the applicant. Ensure you communicate clearly following the guidelines for creating emails. Highlight the important part that mentions which document we need.
- Choose the correct contact reason. It doesn't matter that we requested Visa and they've sent us a passport. The contact reason is still ID/Passport and solve the ticket.
10. Upload the Document that you downloaded from Zendesk:
11. Name the file according to what the document is and press on Upload:
12. Go back to the Submenu ‘’More Actions’’:
13. Hover the mouse over the ‘’Move to Stage’’ option and choose ‘’Review Fields’’ in the Menu, the document will then be reviewed by the Contract Success (Growth) team.
14. Now click on ‘’Submit’’. Once submitted, the employee will receive an automated email confirming the submission of the documents. This can be eliminated by ticking off the Perform additional actions check box.
15. Once all documents are uploaded, leave a note indicating the document that has been uploaded and the ticket number of the Zendesk ticket for future reference
Click on Add Note -> Enter the notes as shown below. Modify it as per requirement
Make sure to replace XXXX with the document name
Make sure to replace #000000 with the Zendesk ticket number
Add the last line "Review Fields" only if all recollecting documents have been uploaded and the profile has been moved to Review Fields
16. Go back to the Zendesk ticket using the macro DE> EN> Updating application profile. Make sure to edit the macro accordingly then solve the ticket.
Flowchart
Tools
Zendesk: The employee will create a ticket and attach the document they have been having difficulty uploading.
SAP: We will always verify the employee's information. If the ticket however is from an Applicant, they will not appear in SAP.
Fountain: This is where we will keep all the Applicant/Employee's documents.
Macros
Macro name | Description |
"DE > EN > Wrong stage - Documents already on Fountain” | For when the documents are already in Fountain. |
DE > EN Document received | To confirm we have received and uploaded to Fountain. |
Contact reasons
Contact Reason | Description |
Growth > Hiring Process > Personal Information > Choose the correct document. | Please choose the correct document. If the option is not there, please choose General. |