This article 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.
When calling, inform the agent that the issue is urgent. They will ask you a few questions and will then notify our Technical Support Team for prompt assistance.
If it is an observed holiday or after-hours, you will receive a response back once the on-call agent reviews the request.
!! Please make sure that you provide and confirm your contact information including:
- Valid First and Last Name
- Valid Email Address
- Valid Phone Number
- Name of the organization you are calling on behalf
CANDIDATES
Recommended first point of contact for Candidates
Phone Support:
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.
Tier 2 Technical Support Hours: Monday - Friday, 7:00 am - 7:00 pm CT
(excluding U.S. and interviewstream observed holidays)
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.
Additional Resources Get help with interviewstream products and services through our Customer Support Portal, where you can:
- Search for answers - Browse helpful articles - Submit support tickets directly to Tier 2 Technical Support
