Client Support Specialist, II

Job Summary: 

Yapi's Client Support Specialists, II are responsible for using advanced knowledge of Yapi systems and integrations to provide users with comprehensive support. These include best practices, product customization based on the user’s unique needs, and troubleshooting common technical errors. Client Support Specialists, II also demonstrate the ability to take on new challenges, projects, and mentorship opportunities for new hires.

Essential Responsibilities: 

• Maintain a comprehensive knowledge of the dental industry, terminology, the day to day of a dental practice, and common pain points, as it relates to the Yapi software and its overall purpose and function within a dental office.

• Maintain

•  an advanced knowledge of the Yapi software, features, and integrations.

• Respond to inbound user inquiries via phone and email, frequently using GoToAssist for user screensharing

  • Support sessions vary from product knowledge and best practices to customizations based on the office’s individual needs. 

  • Troubleshoot software issues during dedicated sessions, focused on user error (e.g. iPads connected to the users’ network).

• Conduct advanced live training sessions, webinars, and demonstrations on product features to drive user adoption through the initial phase of their lifecycle

• Provide proficient-level training to clients throughout their user lifecycle, as identified in collaboration with the Client Success team. 

• Properly document all sessions in ZenDesk, by sending follow up emails to the clients to reiterate points discussed and updating our internal notes.

• Actively embody the Yapi core values through interactions with clients, teammates, and the community.

  • Collaborate through Communication: Work closely with all Yapi team members to provide support and maintain successful client handoffs cross-departmentally, allowing for a cohesive user experience.

  • Grow through Innovation: Identify and track trends in errors, pain points, and ideas for additional solutions provided by clients, and funneling that information to our Product Development team.

  • Provide Exceptional Service: Uphold the team’s 90% Client Satisfaction SLA, by providing exceptional support. 

  • Do the Right Thing: Maintaining a company culture based on integrity and respect and valuing each team member’s individual contributions. 

• Additional tasks as related to the support of Yapi software clients, as assigned by the Client Support Lead.
  
  

Education and Work Experience:

• Must have at least 2 years of client support experience

• Strong time management skills.

• Strong verbal skill set, including proper verbiage for rescheduling appointments when needed.

• Needs to be able to sit or stand for prolonged periods of time in a shared office space/call center-like environment.