AI-Enabled Customer Support Specialist

Direct Supply, Inc.; Milwaukee (WI); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Generous benefit package available

Job summary

Direct Supply, Inc. is seeking a Customer Support Specialist to be the frontline liaison for customers, handling interactions via phone, email and other channels, guiding them to maximize use of our healthcare platforms. You will troubleshoot, update data, and resolve issues to drive satisfaction and loyalty.

The role emphasizes AI-assisted automation, data updates, and collaboration with the DSSI Operations team to improve processes and unlock efficiency across the platform.

Qualifications

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

Responsibilities

• 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.

Skills

Customer Value

Communication

Ambiguity Handling

Problem Solving

AI/Tech Adoption

Conflict Resolution

MS Word/Excel

Education

Associate/Bachelor in technology or related field

Tools

Zendesk

Job description

Direct Supply, Inc. is seeking a Customer Support Specialist to be the frontline liaison for customers, handling interactions via phone, email and other channels, guiding them to maximize use of our healthcare platforms. You will troubleshoot, update data, and resolve issues to drive satisfaction and loyalty.

The role emphasizes AI-assisted automation, data updates, and collaboration with the DSSI Operations team to improve processes and unlock efficiency across the platform.