Operations Specialist - TELS Platform

About the role

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 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.

Skills Needed

• Influence & 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.
• 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.
• Apply 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.
• Systems 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.

What You'll Do and Impact

• Respond to inbound customer and internal stakeholder requests via phone and email, ensuring timely and effective resolution.
• Diagnose customer needs by asking targeted questions and identifying appropriate solutions.
• Work 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.
• Collaborate with internal teams to verify and implement solutions, documenting actions and outcomes clearly.
• Manage site implementations by preparing buildings and users for rollout and recommending appropriate training materials.
• Collect and analyze customer feedback to identify usage trends and areas for improvement.
• Build and maintain strong relationships with TELS Platform users to ensure they receive maximum value from the system.
• Recommend and implement process improvements to increase first-call resolution, enhance self-service options, and reduce customer wait times.
• Maintain and update internal and external training materials; lead live training sessions as needed.
• Act as a resource for other team members and collaborate with Sales, TELS Building Services, and Engineering on department initiatives.
• Support special projects and perform additional duties as assigned.

Experience

• 2+ years of experience in customer service, support, or sales roles.
• 1+ years of experience in IT troubleshooting or technical support.
• Experience using ticketing systems to manage and resolve customer inquiries.

Additional Items of Interest

• Bachelor's degree or equivalent professional experience.
• Familiarity with long-term care maintenance, regulatory requirements, and risk management environments.

• Job to be performed in the location listed. Generous benefit package available.
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