YAPI

4,0

12 juin 2023

Recommande

Approbation du PDG

Perspective commerciale

Avantages

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.

Inconvénients

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.

Réponse de YAPI

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.

Good co-workers, bad customers - Avis employé Customer Service Representative YAPI

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