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 position, you'll serve as a critical component in customer satisfaction and loyalty as you respond to provider and supplier inquiries and requests through phone, email, and other electronic means. You'll provide support to customers on a variety of items, including data updates, site navigation, and advising on how to best utilize the system. Customer satisfaction is at the core of this role and your feedback and involvement with process improvement initiatives will be key to ensure a positive customer impact.

This position works within our DSSI business.

Direct Supply DSSI

The DSSI platform connects care providers directly to their unique supply chain networks and delivers data-driven and AI-powered procurement tools to help our customers optimize profitability and efficiency at every turn.

Competencies & Skills Needed:

• Ability to prioritize and jump into customer escalations quickly within a fast pace, high volume environment. Handles situations with ease while collaborating with others and demonstrating composure.

• Solves Problems- Independently and effectively triages incoming tickets to identify the problem and quickly deploys the appropriate solution to solve customer requests.

• Communicates Effectively- Delivers timely and exceptional customer support through verbal and written communication ensuring customers have clarity on next steps and outcomes.

• Leverages proficiency with technology applications such as Microsoft Word, Excel, Google Suite and ticketing software to design and deploy refined and streamlined processes to further advance our support efforts.

What You'll Do and Impact:

• Provide exceptional customer support to internal and external customers through a focus on quality and timeliness of resolution.

• Complete incoming customer and supplier requests, received through ticketing system, as well as through phone and email within defined service level agreements.

• Review and complete existing configuration changes, adhering to our operational standards.

• Perform data updates on customer's behalf utilizing operational tools.

• Provide feedback and documentation from intelligence gained through customer interactions.

• Educate providers and suppliers on DSSI interface including how to submit requests or issues via online portal and serve as a navigation expert providing support on general use of the system.

• Maintain documentation on issue resolution activities.

• Identify and initiate process improvement opportunities to improve customer satisfaction by reducing the time it takes for issue resolution.

• Flex across multiple areas within the DSSI Operations team when need arises.

• Perform project related work as assigned by the Operations Manager.

Experience:

• 2+ years of customer support experience

• Occasional off hours, on-call support up to one weekend per quarter

• Must be available for the first 90-180 days to complete in-person training.

Additional Items of Interest:

• Associate's or Bachelor's degree in technology or related field

• Experience with Ticketing Software such as Zendesk

• Experience updating databases and maintaining large amounts of data.

• Business process improvement experience.

Job to be performed in the location listed. Generous benefit package available. Click to learn more.

Direct Supply, Inc. and its U.S. subsidiaries are equal opportunity and affirmative action employers committed to diverse workforces.

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