FAQS Service
Have a question? You're in the right place. We've answered the questions we hear most often to help you get the most out of urfuture. If you still need help, our support team is happy to assist.
What does a Customer Support Manager do?
The Customer Support Manager is responsible for ensuring every employer and candidate has a great experience using urfuture.
Their responsibilities include:
- Responding to customer enquiries
- Troubleshooting platform issues
- Logging bugs and feature requests
- Escalating technical issues to Product
- Supporting employer onboarding
- Helping candidates use the app
- Monitoring support response times
- Updating the knowledge base
- Identifying recurring issues and reporting trends
The Customer Support Manager is the bridge between customers and the Product team.
How do I raise a support ticket?
If you need formal support simply email:
Please include as much information as possible to help the team investigate quickly.
Include:
- Customer name (if applicable)
- Company name
- A clear description of the issue
- What you were trying to do
- What happened instead
- Screenshots or screen recordings (where possible)
- The device/browser being used (if relevant)
The more information you provide, the faster the issue can be investigated.
What happens after I email support?
Once your email has been received:
- The issue will be reviewed by the support team.
- If it's a technical issue, it will be investigated and prioritised.
- You may be contacted for additional information if needed.
- Once resolved, you'll be updated via email.
How quickly will urfuture respond?
Depending on priority, we will aim to respond under the following timeframes:
Critical: within 1 hour
High: within 4 hours
Medium: within 1 working
Low: within 2 working days
We aim to resolve all support tickets within 40 hours.
When should I raise a support ticket?
A support ticket should be raised whenever a customer requires assistance with the urfuture platform or requests a change that needs to be tracked and actioned.
This includes:
- Technical issues or bugs
- Login or account access issues
- General product support and troubleshooting
- Employer or candidate account queries
- Platform performance issues
- Data discrepancies or incorrect information
- Job or application-related issues
- Feature requests or product enhancements
- Configuration or development requests
What doesn't require a support ticket?
Some requests are better handled through Customer Success and do not normally require a support ticket unless there is a technical issue involved. These include:
- Regular customer check-ins
- Adoption and engagement reviews
- Hiring strategy or recruitment consultancy
- Quarterly or annual business reviews
- Commercial discussions, pricing or contract renewals
- Upselling additional products or services
- Scheduled training sessions
If you're ever unsure, feel free to email your CSM, the team will triage it and ensure it reaches the right department if a support ticket is required.