Operations Specialist - TELS Platform

Location: Milwaukee, WI, United States; the job is to be performed in the listed location.

Company

hirify.global develops healthcare technology products, solutions, and platforms for senior care providers and their caregivers.

What you will do

• Respond to customer and internal stakeholder requests by phone and email, diagnosing needs and providing timely solutions.
• Support site implementations by preparing buildings and users for TELS Platform rollouts.
• Lead customer activation and live training sessions, and maintain internal and external training materials.
• Collaborate with Sales, TELS Building Services, Engineering, and other internal teams to verify and implement solutions.
• Collect and analyze customer feedback and usage trends to improve platform adoption and customer satisfaction.
• Recommend and implement process improvements that increase first-call resolution, expand self-service, and reduce wait times.

Requirements

• At least 2 years of experience in customer service, customer support, or sales.
• At least 1 year of experience in IT troubleshooting or technical support.
• Experience using ticketing systems to manage and resolve customer inquiries.
• Strong communication, problem-solving, analytical, and change-management skills.

Nice to have

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

Culture & Benefits

• Full-time position with a generous benefits package.
• Opportunity to work with AI and data insights to improve customer outcomes and platform adoption.
• Customer-focused environment emphasizing innovative solutions, collaboration, and measurable results.