Support Page

When organizations purchase ClearCompany, they gain access to ClearCompany Support. Our team of expert agents are available to assist with any questions you may have, from troubleshooting issues to account adjustments. In this article, we provide tips and best practices to help streamline your experience and ensure you get the answers you need more quickly.

In this article:
Tips & Best Practices
Support Options

Tips & Best Practices for Contacting Support

Issue Description 

To expedite the resolution process, provide as many details as possible. Here’s what to include:

• The issue: Provide a clear description of the problem users are experiencing.
• Actions taken: List the steps you've already taken to address the issue within the system.
• specific user examples: Include the number of affected users (e.g., candidates or employees) and their names or IDs.
• Additional details: Provide any relevant information, such as the name of the requisition, the review, or other context.
• Screenshots: Attach full-screen screenshots rather than partial images to help the team understand exactly where the issue occurs.

One Issue Per Ticket

For more efficient resolution, submit a separate ticket for each individual issue.

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Support Options

Business Hours: Our Support Team is available to assist you Monday to Friday, from 8 AM to 8 PM EST.

Help Center

The Help Center is your go-to resource for online setup guides, user manuals, and frequently asked questions. To get started, type your question into the search bar.

24/7 Access: The Help Center is available around the clock. You can access it by:

• On the dashboard, click the Question Mark in the bottom-right corner.
• Select Help Center Articles to visit the Help Center homepage.

Training Center

The Learning Center offers a comprehensive library of online, self-paced courses designed to deepen your knowledge of the ClearCompany platform. Whether you're a new user, an experienced professional exploring new features, or an HR team member training a new hiring manager, these courses will guide you through the process.

24/7 Access: The Training Center is available at any time. To navigate to it:

1. On the dashboard, Click on the Question Mark in the bottom-right corner.
2. Click Training Center Courses.

Email

Emails are ideal for detailed inquiries, especially when screenshots are needed. 

Best Practices

• Subject Line: Start by including your company name and a brief description of the issue (e.g., "XYZ Company: Candidate password reset").
• Auto-Response: After submitting a ticket, you'll receive an auto-response with relevant articles. Please review these articles, and if they resolve your question, click "Yes, this solves my request." If you need further assistance, select "No, forward to an agent" within two business days to keep your ticket active and ensure timely follow-up.

Support Email: You can reach our team at any time by emailing [e-mail]. Our agents will respond promptly and assist you with your concerns.

Live Chat

Live Chat is best for quick, step-by-step assistance, where you can select the specific area of the product you need help with (e.g., performance, onboarding, recruiting, or user access). By selecting the correct option, your question will be routed to the most qualified agent to assist you.

Business Hours: Live Chat support is available during our regular business hours. To start a chat:

1. On the dashboard, Click on the Question Mark in the bottom-right corner.
2. Click "Live Chat".
3. Choose the appropriate category, and you'll be connected to an agent.
   • Recruiting Questions: Requisitions, Candidates
   • User Setup: Permissions, Importing, Adding Users
   • Performance Review: Creating and Managing Performance Reviews
   • Onboarding Questions: New hires, forms, approvals
   • Question: Start with the feature then get into personal information

Phone

Phone support is ideal for urgent issues. When calling, selecting the correct option from the phone menu ensures your inquiry is routed to the most appropriate agent for assistance.

Phone Number: 617.938.3801 Ext. 1

Phone Options:

• Opt 1 Recruiting
• Opt 2 Onboarding and Integrations
• Opt 3 Performance & Surveys
• Opt 4 Learning