OfferDrill.

Jobs › Direct Supply

Operations Specialist - TELS Platform

Direct Supply · Milwaukee, WI · Full time

Posted Sep 25, 2026 · We last checked this listing on Oct 6, 2026

Apply at Direct Supply

Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about a time you trained people who weren't comfortable with technology. How did you adjust your approach?

What they are checking: Whether they can teach with patience and meet maintenance or facility staff where they are, not where the software assumes.

Describe a time you passed customer feedback to a product or development team. What happened with it?

What they are checking: Whether they can turn complaints into useful, specific insight that helps improve the platform rather than just venting.

Tell me about a time you had to make a decision with incomplete information. What did you weigh?

What they are checking: Whether they can make sound calls by weighing risk and context, and then own the outcome.

Describe a time you worked across teams to solve a customer problem that no single team owned.

What they are checking: Whether they build trust across boundaries and push shared problems forward instead of waiting for someone else.

What would you do

Walk me through how you'd run activation and training for a new customer site that's never used TELS before.

What they are checking: Whether they can plan an onboarding that sticks, thinking about who needs to learn what and in what order.

An implementation is running behind because the customer's team keeps missing setup tasks. How do you get it back on track?

What they are checking: Whether they can influence people they don't manage and work through dependencies without blaming the customer.

How would you handle an existing user who keeps calling about the same issue that isn't really a bug, just a training gap?

What they are checking: Whether they solve the underlying problem kindly and lastingly instead of handling the same call over and over.

About the work

A customer says TELS isn't working, but can't describe the problem clearly. How do you troubleshoot over the phone?

What they are checking: Whether they ask good questions in a logical order to narrow a technical issue without frustrating the customer.

The posting mentions critically assessing AI-generated outputs. Give me an example where you caught something wrong in an AI answer or tool.

What they are checking: Whether they use AI with judgment and verify results instead of trusting them blindly, which the posting calls out directly.

How do you explain a technical setup step to a facility director versus a frontline technician?

What they are checking: Whether they can adjust the same message for different audiences, which this role does every day.

Practice this interview out loud.

Offer builds a real interview for this exact role at Direct Supply from your resume and this job description, asks the questions one at a time, and tells you what landed. The first one is free.

Practice this out loud

The full job description

As published by Direct Supply.

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. © 2013 to 2026 Direct Supply, Inc. All rights reserved.

Apply at Direct Supply