How Do My Applicants Get Technical Support?

How will my applicants get technical support?

Applicants come through two channels to get the help they need:

1. Our 24/7 chatbot found directly on the applicant's check-in page
2. Our email support team at Kira HQ (support@kiratalent.com) during business hours (EST)

Our goal with this is to offer more personalized service and more efficient solutions for your applicants.

When do we ask applicants to contact you?

In some cases, applicants could be asked to reach out to you for assistance beyond the technical support for Kira. Such cases include:

• Extension/deadline inquiries
• Requests for alternative methods of assessment
• Application expectations (beyond the Kira assessment)
• Application documents (beyond the Kira assessment)

Applicants are asked to check the body of their email invite for pertinent contact information or to visit your website.

Why don't we have phone support?

Aside from our chatbot, our support team is made up of friendly humans dedicated to ensuring that applicants can successfully complete their Kira assessments. Here are some reasons why we've kept support online:

• Communicating online helps our team properly focus on and investigate issues. We can get to the bottom of things quicker without putting applicants on hold.
• We frequently send applicants screenshots or links to articles. We might also ask applicants to send us screenshots to help us see what they are seeing.
• We track and store all email support requests and chat transcripts. This allows one support member to quickly pick up where another left off so applicants don't have to repeat themselves. Also, with communication records, it's easier to escalate trickier technical problems to our engineers or to loop in the school/organization they're applying to.