[Hiring] Customer Care Specialist II @Verathon, Inc.

Role Description

As a Customer Care Specialist, you’ll deliver total customer care across orders, product and training inquiries, and moderate-level technical support. You’ll serve as a trusted partner to clinicians and administrators by resolving issues with urgency and empathy, and by guiding users through device and software workflows.

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 follow-ups 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, web-based tools, drivers, permissions, wireless connectivity, server issues, and unit-specific error codes.
• Suggestive Solutions: Identify opportunities to promote additional value-add products, services, or training that solve customer problems.

Qualifications

• Customer-Obsessed: You build rapport quickly, listen deeply, and communicate clearly under pressure.
• Tech-Savvy Problem Solver: You can navigate Windows OS, web apps, wireless technology, and basic networking concepts and can translate them for non-technical users.
• Process-Driven & Precise: You keep your queue organized, document thoroughly, and follow through reliably.
• Continuous Learner: You’re eager to build clinical, regulatory (FDA/HIPAA), and product knowledge in a dynamic environment.
• Team First: You collaborate across Customer Care, Technical Support, Sales, Service, and Finance to resolve issues end-to-end and provide backup support for the Customer Care Sales Support position.

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.
• 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.

Benefits

• Competitive Compensation: $17.25 - $24.52 per hour (Compensation will vary based on skills, experience and location; it is not typical to be hired at or above the top of the salary range). Full-time employees who are not on a commission plan are eligible for Verathon’s annual bonus plan based on company and individual performance.
• Wellness & Life Balance: Medical, dental, vision, basic life insurance, 401(k) with company match, and other programs that support you and your family.
• Growth & Development: Professional development programs, internal mobility, certification courses, and tuition reimbursement.
• Fun & Engagement: Team appreciation virtual events and a culture centered on engagement and recognition.