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      YAPI

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      YAPI Client Support Representative reviews

      2.0

      Be the first to recommend this company

      (3 total reviews)
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      Gina Dorfman, DDS

      Not enough data to show CEO approval

      Reviews by job title

      3 reviews
      1.0
      24 Nov 2024

      Standing up for yourself is an automatic fire

      Client support representative
      Recommend
      CEO approval
      Business outlook

      Pros

      They had good benefits once upon a time

      Cons

      Management is hostile to any lower level employee Multiple times our team pleaded for more people because we were drowning with the work load and expectations All other departments look down on the client support team and are unhelpful and hostile If you are promised ANYTHING get it in writing and legally signed or else they will say they never promised it/cant do it anymore If you even remotely stand up for yourself you will be targeted as the next to be fired even though management promotes “Mental health and wellbeing”

      avatar
      YAPI Response
      1y
      Thank you for taking the time to share your experience at Yapi. For those who haven't worked here and are considering an opportunity with us, we’d like to clarify a few items that we believe may be misrepresented in this review. We regularly seek feedback from our team through avenues such as semi-annual engagement surveys, upward feedback surveys, an anonymous suggestion box, and open dialogue. At times, critical feedback and desired actions may not align with organizational objectives or could be poorly timed. In such cases, we aim to have direct conversations with the individuals providing feedback to ensure they feel heard and understand why we cannot proceed with their suggested next steps. When individual conversations aren't possible, and when appropriate, we address these topics in a broader group setting. We recognize that our recent reorganizations and staff reductions may have contributed to the concern of an increased workload. Given our reduced staff, we've adjusted our support processes, metrics expectations, and team schedules to ensure the team is set-up for success. We've also raised the standards for the team's product knowledge and adherence to improved processes. We are proud of our client support team and how they have successfully adapted to these process and standard improvements, resulting in improvements to the quality of our clients’ experience, such as faster response and resolution times for support requests. We have a zero-tolerance policy for retaliation, and standing up for oneself in a professional manner is not grounds for adverse action. Termination decisions are never made lightly. We strive to support employees through personal challenges or performance deficiencies while consistently applying company-wide policies. Any current or former employees who we believe may be eligible for further accommodation have been approached by HR to discuss their rights and how we can best address their needs.
      1.0
      20 Nov 2024

      Worst Company I've Ever Worked For

      Customer service representative
      Recommend
      CEO approval
      Business outlook

      Pros

      The lower level employees are very kind and helpful.

      Cons

      CEO and HR are unprofessional and do not perform at a high level. HR is especially unknowledgeable and could care less about employees. HR will have the companies back before employees. They will take action against you if you stand up for yourself.

      avatar
      YAPI Response
      1y
      Thank you for taking the time to share your experience at Yapi. We are glad you found your team members to be kind and helpful. We have found that all employees are willing to lend a helping hand. We strive to create a workplace where all employees feel supported, valued, and heard. Our HR team aims to balance our employees' needs with the overall goals of the business. Our intention is always to provide the support employee needs while maintaining a productive and successful work environment for everyone. Standing up for oneself in a professional manner is not grounds for adverse action. We have many SOPs in place designed to support and protect employees — including our proactive approach to medical accommodations, a zero-tolerance policy for retaliation, and engagement and upward feedback surveys to foster continuous improvement.
      4.0
      12 Jun 2023

      Good co-workers, bad customers

      Customer service representative
      Recommend
      CEO approval
      Business outlook

      Pros

      Being able to work from home and having a 4 day work week was probably the biggest pro at this company. My team was pretty cool, especially my manager. Everyone is always willing to lend a hand, no matter what department they're in. Whenever I reached out for help, everyone was friendly and genuinely wanted to see me succeed.

      Cons

      Customers can be really rude and entitled, but what's new working in customer service/IT. The pay is also pretty low for what you're expected to know. Don't let the title "Customer Service Rep" fool you, you'll be doing ALOT of IT work so there is a steep learning curve. Remoting into servers, troubleshooting multiple desktops at once, pulling trace logs, etc. Not only do you have to learn the ins and out of YAPI's software, but you're also expected to be an expert in the multiple programs it integrates with and all their different versions. You need to know how to troubleshoot in different versions of Microsoft, as some of the customers had outdated operating systems. You'll also be troubleshooting YAPI's iPad app, and more often than not the issue is the iPad itself but good luck convincing the caller of that. The worst part is customers can review your phone calls which is unfair considering most of the callers are extremely impatient and expect everything on their server/workstation fixed in under 5 minutes. Overall it's a flexible job if you really want or need to work from home, but the work itself is stressful and unrewarding. Don't really expect to get promoted out of the CS department either, if you're really good you'll just move up to CS2 which means you get to deal with all the really disgruntled callers and I don't know if that's worth that small pay bump.

      avatar
      YAPI Response
      2y
      Thank you for taking the time to share your experience at Yapi. We're glad you found the 4-day workweek aligned well with your personal needs and that you felt supported by your manager and team! We recognize that at this time, our Client Support team is asked to take on more technical tasks, this is due to the legacy product many of our users are on today. Our teams are fully invested in improving our products and, along with them, the experiences of our employees and users. Our Product & Engineering teams are actively working on taking our products to the cloud, which will eliminate many of the in-office technical errors our users currently face. It is important to note, given the nature of our business, there will always be a technical component to our Client Support teams. For those that haven't worked at Yapi and are considering an opportunity with us, we'd like to clarify some of our employment practices, which we feel are not fully represented by this review: Our Client Support tier 2 team members are responsible for managing more advanced user inquiries. However, our tier 2 team also has the opportunity to participate in projects that support the Client Experience function goals and support information sharing on the team. We always aim to promote from within when there is a business need and a skill alignment. We have a progressive performance management process, including career development paths, that seek to support team members in building the skills necessary for their next challenge. Historically, our Client Support team members have successfully grown into Client Support tier 2, Technical Support, and team lead within 1-1.5 years. While we cannot guarantee a promotion timeline, we do our best to communicate needed skills and supply our team members with the resources and guidance to develop those skills. Along with our performance management process, we have a comprehensive compensation review and benchmarking process, which we complete annually. We benchmark our compensation rates against similar businesses and consider the local and federal cost of living increases to ensure we offer our team competitive and fair pay.
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