Client Support Engineer

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 Client Support Engineer position, you'll lead efforts to elevate customer support by solving complex issues, mentoring team members, and advancing automation and self-service tools. Your work will directly improve customer satisfaction, boost team efficiency, and shape the future of support 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.

• 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.

• 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.

• Effectively Collaborates - Forges strong partnerships and works productively with others to achieve common goals. Finds common ground to solve problems and seeks out diverse perspectives to inform decisions. Quickly earns trust, puts others at ease, and shows empathy.

• Excellent ability to build processes and trust with other teams to drive a great customer experience with Partners.

What You'll Do and Impact:

• Lead efforts to improve team productivity through process optimization, clear documentation, and effective knowledge sharing

• Enhance and support AI-powered tools and workflows that enable Partners to resolve common issues independently

• Analyze support trends to identify root causes, recommend solutions, and reduce ticket volume and response times

• Collaborate with internal Technology teams to resolve high-impact issues and drive continuous improvement

• Execute advanced technical tasks including workstation imaging, hardware diagnostics, software deployment, and network troubleshooting

• Maintain and improve internal documentation to ensure it is accurate, easy to understand, and accessible to both the team and end users

• Mentor junior analysts by providing guidance on troubleshooting, communication, and issue prioritization

• Lead or support strategic client-focused projects, ensuring on-time delivery and clear, measurable results

Experience:

• Associate's or Bachelor's degree in MIS, Computer Science, or a related field preferred.

• 5+ years of IT Support or Desktop Support experience, with demonstrated leadership or mentorship responsibilities.

• Proven experience with AI tools, scripting, or automation platforms in a support environment is highly desirable.

Additional Items of Interest:

• Experience with enterprise imaging, deployment, and diagnostic toolsets preferred.

• Familiarity with modern ticketing systems, knowledge bases, and self-service enablement a plus.

• IT certifications such as CompTIA A+, Network+, or Microsoft certifications are a bonus.