Customer Support Specialist

Position Summary:  

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.  

In the Customer Support Specialist role, you’ll be the frontline connection to our customers, ensuring seamless interactions through phone, email, and other support channels. You’ll help customers navigate our systems, update data, and optimize their use of our platforms. Your expertise in troubleshooting and resolving issues will drive customer satisfaction and loyalty, while your ability to escalate complex problems ensures smooth operations. 

Skills Needed: 

• Provides Customer Value - Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, fostering robust customer relationships. 

• Communicates Effectively - Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals. 

• Deals with Ambiguity - Adapts smoothly to change and thrives in ambiguity, maintaining composure and productivity. Maintains progress despite incomplete information and tackles complex issues constructively. 

• Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights. 

• Applies AI and Technology - Identifies opportunities to boost efficiency and add value using AI and tech. Embraces and applies digital innovations and tech solutions to build business. Eagerly learns and integrates new technologies where they matter most. 

• Demonstrated ability to mediate and resolve conflicts effectively, fostering positive relationships with both customers and team members. 

• Proficient in Microsoft Word and Excel and eager to learn and leverage new AI-enhanced processes and technology 

• Provide occasional off hours support when needed and when approved by manager 

What You’ll Do and Impact:  

• Provide high-quality customer support to internal and external users, ensuring timely resolution aligned with SLA standards. 

• Address incoming supplier and customer requests through the ticketing system, phone, and email, adhering to SLA requirements. 

• Utilize AI-assisted automation for efficient execution and review of configuration updates. 

• Perform customer data updates using operational tools 

• Support various functions within the DSSI Operations team as needed.  

• Gather and document insights from customer interactions to improve processes. Educate providers and suppliers on the DSSI interface, guiding them on request submission and system navigation.  

• Maintain thorough documentation of issue resolution activities, integrating AI-driven insights where applicable.  

• Identify and implement AI-powered process improvements to enhance efficiency and customer satisfaction.  

• Support project initiatives as assigned by the Operations Manager. 

Experience: 

• Proven track record of delivering exceptional customer service. 

• Experience with AI-powered customer support tools, chatbots, or automation is a plus. 

• High energy, positive attitude, and a strong commitment to exceeding customer expectations. 

Additional Items of Interest: 

• Associate’s or Bachelor’s degree in technology or a related field. 

• Experience with ticketing software (such as Zendesk). 

• Background in database management and maintaining large datasets. 

• Experience in business process improvement, particularly AI-driven solutions.