Customer Service Representative – Digital Solutions
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Job Description
Customer service representative supporting Solventum’s digital healthcare platforms. Troubleshooting user issues, managing orders, and educating customers through phone, email, and web channels.
Responsibilities:
- Provide 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
- Research, troubleshoot, and resolve complex and time-sensitive customer issues involving account access, platform navigation, functionality, utilization, and VAC Therapy order modifications while maintaining established service levels
- Educate customers on platform features, enhancements, best practices, and system navigation to support successful adoption and ongoing utilization
- Accurately document customer interactions and maintain customer information across multiple systems and databases while protecting confidential and sensitive information
- Collaborate with Sales, Clinical Support, IT, Operations, Commercial Excellence, and other cross-functional partners to resolve customer issues and support continuous improvement initiatives
- Comply with corporate policies, procedures, and security standards while performing assigned duties
- May include up to 10% domestic travel
Requirements:
- High School Diploma/GED or higher AND two (2) years of customer service, call center, technical support, or related customer-facing experience
- 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
- Must be legally authorized to work in country of employment without sponsorship for employment visa status
Benefits:
- Medical, Dental & Vision
- Health Savings Accounts
- Health Care & Dependent Care Flexible Spending Accounts
- Disability Benefits
- Life Insurance
- Voluntary Benefits
- Paid Absences
- Retirement Benefits
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