Digital Customer Solutions Representative

Work Flexibility: Hybrid

What you will do:

This position requires coordinating the processing and delivery of these items with manufacturing and sales teams in the US, maintaining quick turnaround times. The coordination involves handling multiple tasks simultaneously with attention to detail. Additionally, technical support and assistance will be provided to platform users, including surgeons, OR staff, distributors, and the sales force.

• Assisting with software installation, troubleshooting issues, and ensuring customers are treated with the highest respect. Driving operational excellence through quality resolutions and proper escalation of issues.

• Assist in setting up deliveries of finished product to the field

• Promptly providing ETA and tracking information for patient specific items

• Managing incoming emails and phone calls that require support

• Learn procedures, policies, processes, systems, and technology required.

• Resolve customer-reported issues by collaborating with Engineering, SE, and other cross-functional teams, while providing feedback to improve product quality and reliability.

• Support project improvement tasks with internal departments and external vendors, documenting relevant information and ensuring timely communication with customers.

• Assist new users with account registration and setup, manage the workflow of patient-specific items to manufacturing teams, and help correlate account data across internal systems.

What you need:

• Associates degree or equivalent

• 2+ years of experience in a customer service

• Spoken and Written Spanish/English Language Proficiency (C1)

• Proficient in Microsoft Office

• Experience with Excel functions and macros

Travel Percentage: 0%