{"id":1747287,"url":"https://alion.io/job/direct-supply-operations-specialist-tels-platform","title":"Operations Specialist - TELS Platform","company":{"id":2242045,"name":"Direct Supply","domain":"directsupply.com","url":"https://alion.io/company/directsupply","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Milwaukee, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":87000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2427},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-25T00:00:00Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-22T13:07:00Z","board_verified":false,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"description":"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.\nIn the Operations Specialist - TELS Platform position, you’ll support site implementations, customer onboarding, and technical troubleshooting for the TELS system. You’ll lead activation and training for new customers while delivering exceptional service to existing users. Your direct interaction with customers will also position you to provide valuable insights that contribute to the ongoing growth and improvement of the TELS Platform.\nSkills Needed:\nInfluence & Collaborate - Build trust, communicate clearly, and work across boundaries to drive action and shared outcomes. Seek and integrate different perspectives, contribute ideas, work through dependencies, and help teams make progress together through change and ambiguity.\nCommunicates 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. \nApply Judgment - Make sound decisions by evaluating data, context, assumptions, risk, and outcomes. Critically assess ideas and AI-generated outputs, consider interdependencies, voice a clear point of view, and own the results and impact.\nSystems Thinking & Problem Solving - Identify the right problems to solve by understanding the broader system - customers, stakeholders, processes, data, technology, and AI. Connect root causes, dependencies, tradeoffs, and upstream and downstream effects to develop practical, scalable solutions that improve the whole.\nWhat You’ll Do and Impact:\nRespond to inbound customer and internal stakeholder requests via phone and email, ensuring timely and effective resolution. \nDiagnose customer needs by asking targeted questions and identifying appropriate solutions. \nWork efficiently across multiple systems and tools, leveraging AI and data insights to better understand customer needs and influence key decisions that drive platform adoption and satisfaction. \nCollaborate with internal teams to verify and implement solutions, documenting actions and outcomes clearly. \nManage site implementations by preparing buildings and users for rollout and recommending appropriate training materials. \nCollect and analyze customer feedback to identify usage trends and areas for improvement. \nBuild and maintain strong relationships with TELS Platform users to ensure they receive maximum value from the system. \nRecommend and implement process improvements to increase first-call resolution, enhance self-service options, and reduce customer wait times. \nMaintain and update internal and external training materials; lead live training sessions as needed. \nAct as a resource for other team members and collaborate with Sales, TELS Building Services, and Engineering on department initiatives. \nSupport special projects and perform additional duties as assigned. \nExperience:\n2+ years of experience in customer service, support, or sales roles. \n1+ years of experience in IT troubleshooting or technical support. \nExperience using ticketing systems to manage and resolve customer inquiries. \nAdditional Items of Interest:\nBachelor’s degree or equivalent professional experience. \nFamiliarity with long-term care maintenance, regulatory requirements, and risk management environments. \nJob to be performed in the location listed. Generous benefit package available.\n© 2013 to 2026 Direct Supply, Inc. 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