Data Operations Coordinator

Direct Supply•Milwaukee, WI

1d•Onsite

About The Position

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 Data Operations Coordinator position, you’ll support customer satisfaction and data accuracy by responding to supplier and provider requests, maintaining product and customer data, and providing Level 2 support for data and production-related issues. You’ll investigate and resolve issues, identify root causes, partner with technical teams when needed, and help improve the processes and tools that support efficient, accurate operations.

Requirements

Associate’s degree with a technical background or equivalent experience.
Experience with data management, data quality, customer support, or technical operations.
2+ years of SQL experience, including writing, maintaining, updating, and running queries.
2+ years of customer service experience, including responding to requests through email, chat, or ticketing systems.
Experience with ticketing software such as Zendesk.
Advanced knowledge of Microsoft Excel.

Nice To Haves

Bachelor’s degree.
Experience supporting healthcare, supplier, provider, product, or customer data.
Experience troubleshooting production issues, data feeds, integrations, or database-related processes.
Experience using Microsoft Excel for data analysis, including pivot tables, advanced lookups, and conditional logic.

Responsibilities

Respond to supplier and provider requests through phone, email, ticketing systems, and other electronic channels, providing Level 2 support for data updates, troubleshooting, production support, and system-use questions.
Use in-house tools and approved SQL queries to input, audit, maintain, and update product and customer information based on customer requests.
Investigate data discrepancies, production errors, and system or process issues; identify root causes and resolve issues within the role’s scope.
Validate information and completed updates to support data accuracy, then communicate status and resolution to customers and internal Partners.
Partner with customers and internal Partners to clarify requirements and gather the information needed to complete requests accurately.
Research and document issues, resolutions, and recurring trends to support knowledge sharing and continuous improvement.
Escalate complex, high-impact, or recurring issues to appropriate technical or business Partners with clear documentation of the issue and investigation completed.
Collaborate with engineering teams to troubleshoot complex issues, communicate business and customer impacts, and validate solutions.
Manage and prioritize requests in accordance with established service level agreements.
Maintain and revise procedural lists, customer information, coding schemes, and other operational documentation used to process requests.
Monitor online database access feeds to confirm data is accepted within the DSSI system and investigate rejected or incomplete records.
Identify and support improvements to processes, tools, documentation, and data quality that improve customer satisfaction and operational efficiency.
Complete projects and tasks assigned by the Manager of Operations.