Customer Care SpecialistLocationUS-RemoteID2024-1174CategoryCustomer Care/Customer ServicePosition TypeFull-TimeWork ModelRemote (Non-Local)Company OverviewVerathon is a global medical device company focused on supporting customers by being their trusted partner, delivering high-quality products that endure over time and ensure clinical and economic utility. Two areas where Verathon has significantly impacted patient care, and become the market leader in each, are bladder volume measurement and airway management. The company's BladderScan portable ultrasound and GlideScope video laryngoscopy & bronchoscopy systems effectively address unmet needs for healthcare providers and meaningfully raise the standard of care for patients. Verathon, a subsidiary of Roper Technologies, is headquartered in Bothell, Washington, USA and has international subsidiaries in Canada, Europe and Asia Pacific. For more information, please visit www.verathon.com.OverviewVerathon is looking for a Customer Care Specialist to become the newest member of our Customer Care Team located in Bothell, WA. The Customer Care Specialist is responsible for providing total customer care by promoting and maintaining positive customer relations. This role is 100% remote*, based out of our Headquarters in Bothell, WA. You must be available to work shifts during our Support Center hours of Monday - Friday, 6 am - 4 pm, Pacific Time -- no night or weekend shifts.*This role is open to remote candidates from all U.S. states with the exception of AK, DE, ND, VT, and WY.ResponsibilitiesRespond to calls and request for products, training, general information, and moderate level technicalsupport issuesProcess customer orders efficientlyMaintenance and update of databases including customer access to ScanPointIssue return authorizations (RA's) for repairs and credits under company guidelinesResearch customer's accounts receivable issues and assist in resolutionTroubleshoot equipment and software problems including assisting customers with WindowsapplicationsAptitude to recognize and respond to software errors including server issues, permissions setting,drivers, wireless technology, and unit specific error codesProvide follow up calls to customers for orders and repair approvalsPhone and email-based troubleshooting of medical devices and softwarePromote additional revenue by suggestive saleAbility to provide back up support for some duties of Customer Care Sales Support position asneededMaintain logs, records, and files manually and electronically.QualificationsAssociates degree or equivalent experience3+ years of direct customer service experience and a desire and ability to serve customersExperience with receiving and making calls in a call center or high-volume office environmentAbility to perform and thrive in a continual learning environmentAbility and desire to learn and understand FDA and HIPAA regulations to ensure compliance whiletroubleshootingAptitude and desire to assist customers with support issues such as permissions setting, drivers,error codes, server issuesAbility and desire to learn relevant clinical and diagnostic informationIntermediate understanding of Windows OS, web-based software products and wireless technologyPrior experience in solving customer and work-related problemsKnowledge of customer service databasesCompensation and BenefitsSalary Range - $19-$22 per hour (Compensation will vary based on skills, experience and location. If this position is filled outside the Seattle, WA metro area, this salary range will vary depending on the specific hiring location.Full-time non-sales employees are