Remote Customer Care Specialist II — Medical Device Support

Verathon Inc.; Bothell (WA); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Competitive pay

Annual bonus

Medical/dental/vision

401(k) match

Tuition reimbursement

Job summary

Verathon Inc. in the United States is seeking a Customer Care Specialist II to deliver comprehensive support for orders, training inquiries, and moderate technical issues.

This remote role requires strong customer service experience and proficiency with Windows OS, web apps, and CRMs. You will guide users through device and software workflows, process orders, issue returns, and explore upsell opportunities while maintaining logs and following FDA/HIPAA guidelines.

Qualifications

• Associate degree or equivalent experience.
• Typically 1-2 years of direct customer service experience.
• Experience with high-volume inbound/outbound calls and email support.
• Proficiency with Windows OS, web-based software, and wireless technology.
• Aptitude and desire to troubleshoot permissions, drivers, error codes, server connectivity, and related software issues.
• Willingness and capability to accurately maintain logs, records, and files, both manually and electronically.
• Ability and desire to learn and apply FDA and HIPAA requirements while troubleshooting.
• Familiarity with maintenance/updates of customer service databases, including customer access to ScanPoint, use of CRMs, and case management tools.
• Skilled in researching accounts receivable issues and assisting in resolution.
• Ability to work remotely with reliable high-speed internet and ability to work shifts Monday-Friday, between 6:00 a.m. and 4:00 p.m. Pacific Time (no nights or weekends), with defined break periods.
• Must be able to travel to corporate office in Bothell, WA for onboarding at start of employment.

Responsibilities

• Customer Support & Case Handling - Respond to inbound calls and emails for products, training requests, general information, and moderate technical issues; create and manage cases to resolution.
• Order Management - Accurately enter and process customer orders; provide proactive updates and followups for order status and repair approvals.
• Returns & Credits - Issue return authorizations (RAs) for repairs and credits in alignment with company policies.
• Technical Troubleshooting - Guide customers through phone and email troubleshooting of medical devices and software, including Windows applications, webbased tools, drivers, permissions, wireless connectivity, server issues, and unitspecific error codes.
• Suggestive Solutions - Identify opportunities to promote additional valueadd products, services, or training that solve customer problems.

Skills

CustomerObsessed

TechSavvy Problem Solver

ProcessDriven & Precise

Continuous Learner

Team First

Education

Associate degree or equivalent experience

Tools

Windows OS

Web-based software

CRMs

Case management tools

Wireless technology

Job description

Verathon Inc. in the United States is seeking a Customer Care Specialist II to deliver comprehensive support for orders, training inquiries, and moderate technical issues.

This remote role requires strong customer service experience and proficiency with Windows OS, web apps, and CRMs. You will guide users through device and software workflows, process orders, issue returns, and explore upsell opportunities while maintaining logs and following FDA/HIPAA guidelines.