Note: The job is a remote job and is open to candidates in USA. Solventum is a healthcare company that develops solutions at the intersection of health, material, and data science to improve patient and healthcare professional outcomes. The Customer Service Representative - Digital Solutions provides front-line support for digital healthcare platforms, troubleshoots customer issues, educates users, documents interactions, and collaborates with cross-functional teams to improve service delivery and customer satisfaction.
Responsibilities
- Providing front-line support to internal and external users of Solventum MedSurg Digital Solutions, including Express Therapy Portal, Express™, and other digital healthcare platforms through phone, email, and web-based channels
- Researching, troubleshooting, and resolving complex and time-sensitive customer issues involving account access, platform navigation, functionality, utilization, and VAC Therapy order modifications while maintaining established service levels
- Serving as a knowledgeable resource for Solventum Digital Solutions by educating customers on platform features, enhancements, best practices, and system navigation to support successful adoption and ongoing utilization
- Accurately documenting customer interactions and maintaining customer information across multiple systems and databases while protecting confidential and sensitive information
- Collaborating with Sales, Clinical Support, IT, Operations, Commercial Excellence, and other cross-functional partners to resolve customer issues and support continuous improvement initiatives that enhance service delivery, productivity, and customer satisfaction
- Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties
Skills
- High School Diploma/GED or higher AND two (2) years of customer service, call center, technical support, or related customer-facing experience
- May include up to 10% domestic travel
- Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status)
- Experience supporting healthcare technology, digital solutions, medical devices, or healthcare-related products
- Strong computer skills with the ability to navigate multiple systems and applications simultaneously
- Strong problem-solving and analytical skills with the ability to identify root causes and recommend effective solutions
- Excellent verbal and written communication skills with the ability to explain technical concepts in a clear, customer-friendly manner
- Demonstrated ability to work independently, manage multiple priorities in a fast-paced environment, and adapt to changing business needs
- Experience participating in process improvement, quality initiatives, customer experience programs, or cross-functional operational projects
- Demonstrated ability to manage multiple priorities while meeting quality, productivity, and service-level expectations
- Demonstrated ability to maintain confidentiality and exercise sound judgment when handling sensitive customer information
Benefits
- Remote work arrangement
- Variable incentive pay, if eligible
- Medical, Dental & Vision benefits, if eligible
- Health Savings Accounts, if eligible
- Health Care & Dependent Care Flexible Spending Accounts, if eligible
- Disability Benefits, if eligible
- Life Insurance, if eligible
- Voluntary Benefits, if eligible
- Paid Absences, if eligible
- Retirement Benefits, if eligible
Company Overview