The iCIMS customer service teams provide stellar service. Our teams there to help you day or night include:
Technical support: Available in English by phone or web 24 hours a day from 9 p.m. EST Sundays through 9 p.m. EST Fridays.
Database Administration Team: On-call internally 24/7 in support of the service-level agreements for resolution outside of regular hours.
iCARE Site: Dedicated website that provides product knowledge, a community with user forums, training guides, responses to frequently asked questions, product walk through, release information, training videos, documentation and additional resources.
Training: Unlimited training during the implementation process, which includes Fast Track, our immersion training program. Additionally, access to our educational resources, including live webinars, videos, how-to articles and technical documentation at no additional cost post go-live.
Premium Success: To help you achieve you talent-acquisition goals, we provide an extra layer of support, including a 24/7 technical help-desk, faster disaster recovery, accelerated service-level agreements, 99.99% platform availability and access to system experts.
In early 2018, the YMCA of Greater Seattle — the Pacific Northwest’s largest nonprofit organization supporting more than 253,000 people with 2,200 employees across 13 branches — engaged Premium Success to increase platform productivity, drive adoption and maximize return-on-investment. Elena Bordas, senior talent-acquisition manager, summarized the results as follows: “Our iCIMS customer success manager helped us reduce incomplete applications by 54 percent and cut the time to complete an application from 30 minutes to 3 minutes by removing unnecessary steps for applicants.”