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

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 elevate complex problems ensures smooth operations.

Skills Needed

• Provides Customer Value – Delivers cutting-edge, tech-driven solutions paired with outstanding 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.

Job to be performed in the location listed.

• Generous benefit package available.

2013 to 2026 Direct Supply, Inc. All rights reserved. Direct Supply delivers solution-driven platforms, products and services to help solve the toughest challenges facing Senior Living and Healthcare. For more than 35 years, we’ve grown consistently while expanding our offering of innovative solutions for virtually every critical area of senior health across the continuum of care. If you asked our 1,200+ Partners what separates Direct Supply from other applied technology companies, it’s that we are 100% employee owned and driven to work with a purpose. Every day, we strive to honor our mission of enhancing the lives of millions of seniors and healthcare professionals in a results-oriented agile environment that gives our Partners the necessary tools and flexibility to truly bring what’s next to Healthcare. Ready to make a difference?