Customer Care Specialist II

🕒 February 11

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Verathon

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1984

⚕️ Healthcare Insurance

🧬 Biotechnology

Healthcare Insurance • Biotechnology • Medical Devices

Verathon is a medical technology company that specializes in airway management and bladder scanning solutions. They offer innovative products such as video laryngoscopes and single-use bronchoscopes, designed to improve patient care in various medical specialties including anesthesia, emergency medicine, and critical care. With a commitment to advancing healthcare practices, Verathon combines advanced technology with a focus on sustainability and social impact.

📋 Description

• Respond to inbound calls and emails for products, training requests, general information, and moderate technical issues; create and manage cases to resolution. • Accurately enter and process customer orders; provide proactive updates and follow‑ups for order status and repair approvals. • Issue return authorizations (RAs) for repairs and credits in alignment with company policies. • Guide customers through phone and email troubleshooting of medical devices and software, including Windows applications, web‑based tools, drivers, permissions, wireless connectivity, server issues, and unit‑specific error codes. • Identify opportunities to promote additional value‑add products, services, or training that solve customer problems.

🎯 Requirements

• 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. • Ability and desire to learn and apply FDA and HIPAA requirements while troubleshooting. • Familiarity with customer service databases, CRMs, and case management tools. • 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). • Must be able to travel to corporate office in Bothell, WA for onboarding at start of employment.

🏖️ Benefits

• Medical, dental, vision, basic life insurance, 401(k) with company match, and other programs that support you and your family. • Professional development programs, internal mobility, certification courses, and tuition reimbursement. • Team appreciation virtual events and a culture centered on engagement and recognition.