This guide ensures you get the support you need, whether it’s through self-service or by reaching out to our dedicated support teams.
Technical Support Guide for End-Users and Platform Users
This guide is designed to help you access technical support when needed. Whether you’re dealing with an urgent issue or a routine inquiry, we’re here to assist you.
Urgent (Critical) Issues
If you are experiencing an urgent, critical issue, please contact our support team 24/7/365 via phone at 877-773-3164.
Learn how to determine the priority of your request/issue.
When calling, inform the agent that the issue is urgent. They will immediately notify our after-hours Technical Support Team for prompt assistance.
Phone Support: Recommended for Candidates
Our Tier 1 Help Desk Support is available 24/7/365 via phone. Reach us at 877-773-3164, Option 2 or 0.
Note:
If our Tier 1 Help Desk agent cannot resolve your issue, they will escalate it to a Tier 2 Technical Agent for further assistance. The Tier 2 team will follow up during our standard support hours.
Web Support
You can also submit and manage support tickets 24/7/365 using our Customer Support Portal. This portal allows you to:
- Submit new requests
- Manage existing support tickets
- Access our knowledge base for self-service solutions
We encourage you to use our knowledge base to resolve issues without the need to submit a ticket or make a call. However, if you can’t find a solution, feel free to submit a request. Our Tier 2 technical support team will respond during standard business hours, or you can speak with a live Tier 1 Help Desk agent at any time.
Support for Platform Users
(Recruiters, Hiring Managers, Administrators)
If you are a platform user with login access and need technical support for RIVS products, we recommend submitting a request through our Customer Support Portal. Your request will be routed directly to Tier 2 Technical Support.
Tier 2 Technical Support Hours:
Monday - Friday, 7:00 am - 7:00 pm CT (excluding U.S. holidays)
Critical (Urgent) After-Hours Support
For critical issues outside of standard support hours, Tier 1 support is available 24/7/365 via phone at 877-773-3164. Please inform the agent if the issue is critical, and they will alert our after-hours Technical Support Team.