Platform Activation & Operations Specialist

Direct Supply, Inc.; Milwaukee (WI); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Generous benefits

Job summary

Direct Supply, Inc. in Milwaukee is seeking an Operations Specialist for the TELS Platform to support site implementations, onboarding, and technical troubleshooting. You’ll lead activation and training for new customers and ensure high levels of customer satisfaction.

You will diagnose needs, collaborate with internal teams, and use data insights to drive platform adoption. The role requires 2+ years in customer service and IT troubleshooting, with a focus on results and process improvement.

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.
• Bachelor’s degree or equivalent professional experience.

Responsibilities

• Respond to inbound customer and internal stakeholder requests via phone and email.
• Diagnose customer needs by asking targeted questions and identifying appropriate solutions.
• 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.

Skills

Influence & Collaborate

Communicates Effectively

Apply Judgment

Systems Thinking

Education

Bachelor’s degree or equivalent

Tools

Ticketing Systems

Job description

Direct Supply, Inc. in Milwaukee is seeking an Operations Specialist for the TELS Platform to support site implementations, onboarding, and technical troubleshooting. You’ll lead activation and training for new customers and ensure high levels of customer satisfaction.

You will diagnose needs, collaborate with internal teams, and use data insights to drive platform adoption. The role requires 2+ years in customer service and IT troubleshooting, with a focus on results and process improvement.