Operations Specialist, Customer Experience & Enablement

Direct Supply; Milwaukee (WI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Generous benefits

Job summary

Direct Supply is seeking a customer-focused professional to support and train TELS platform users in a healthcare technology environment. You will respond to inquiries, diagnose needs, and collaborate across teams to implement solutions and drive adoption.

The role emphasizes effective communication, data-informed decisions, and ongoing process improvements to reduce wait times and increase first-call resolution.

Qualifications

• 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.

Responsibilities

• Respond to inbound requests via phone and email with timely resolutions.
• Diagnose customer needs and identify appropriate solutions.
• Work across multiple systems and tools, leveraging AI and data insights to drive adoption and satisfaction.
• Collaborate with internal teams to verify solutions and document outcomes.
• Manage site implementations and prepare buildings/users for rollout.
• Collect and analyze customer feedback to identify usage trends and improvements.
• Build and maintain relationships with TELS Platform users to maximize value.
• Lead training sessions and support department initiatives.
• Support special projects and perform additional duties as assigned.

Skills

Influence & Collaborate

Communicates Effectively

Apply Judgment

Systems Thinking & Problem Solving

Education

Bachelor’s degree or equivalent professional experience

Job description

Direct Supply is seeking a customer-focused professional to support and train TELS platform users in a healthcare technology environment. You will respond to inquiries, diagnose needs, and collaborate across teams to implement solutions and drive adoption.

The role emphasizes effective communication, data-informed decisions, and ongoing process improvements to reduce wait times and increase first-call resolution.