We provide continuous technical and academic support to trainers and learners throughout the training program to ensure the training process is completed with the highest quality and efficiency, as follows:
Academic Assistance
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Provide technical and educational support to trainers and learners during live training sessions.
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Assign a training hall supervisor to organize sessions and resolve technical issues.
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Assist learners with technical aspects to ensure full participation and benefit from the program.
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Provide learners with registration and preparation requirements and necessary data for certificate issuance.
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Offer communication channels to solve any issues learners face during the course or regarding certificates.
Technical Support Channels
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Provide technical communication tools to facilitate interaction between trainers, learners, and the support team for guidance and solutions.
Technical Support Policy
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Technical support is provided to all platform users through multiple channels, including:
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Remote device support.
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Support via social communication applications.
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Direct support via phone or inside the training session.
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Support via email or online support forms.
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Beneficiaries of Technical Support
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Registered trainers delivering courses.
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Learners enrolled in the courses.
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Supervisors from relevant training and e-learning authorities.
Supported Services and Systems
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Course enrollment and resolving technical issues.
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Training on system usage and its features.
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User orientation and preparation.
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Platform login and account management.
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Attending sessions and using live streaming tools.
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Trainer platform access and certificate issuance.
Roles, Responsibilities, and Authorities
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Level 1: Customer service – receive all requests, provide initial technical support, or escalate to the relevant department.
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Level 2: Operational support – complete technical support processes and ensure successful resolution.
Technical Support Team Working Hours
The technical support team at Kan Raidan Platform operates from Sunday to Thursday, from 8:00 AM to 5:00 PM (Saudi Arabia Time).
Expected Response Time
The technical support team is committed to responding to all support requests within 24 hours of receiving the request during official working days.
Receiving Complaints and Suggestions
Kan Raidan Platform provides a clear mechanism for receiving complaints and suggestions through its official communication channels. All submissions are handled with complete confidentiality and are processed within 48 hours from the date of submission. Beneficiaries will be notified of the outcome of the review and resolution process.
Escalation Procedures
If a support request is not addressed within the specified response time, the beneficiary has the right to escalate the request via email at info@bepioneer.edu.sa to reach the second level of support, namely the operational support department. This department is responsible for following up on the request and resolving it within 48 hours from the date of escalation.