Customer Care Specialist II

This is a fully remote position, open to applicants in Washington.

📋 Description

• Handle inbound calls and emails regarding products, training inquiries, general information, and moderate technical challenges.

• Create and oversee customer cases until resolution is achieved.

• Accurately process and enter customer orders.

• Provide proactive updates and follow-ups concerning order status and repair approvals.

• Issue return authorizations for repairs and credits in accordance with company policies.

• Assist customers through troubleshooting of medical devices and software via phone and email.

• Address issues related to Windows applications, web-based tools, drivers, permissions, wireless connectivity, server problems, and unit-specific error codes.

• Identify opportunities to promote additional products, services, or training that add value.

• Collaborate with Customer Care, Technical Support, Sales, Service, and Finance to resolve issues comprehensively.

• Provide supplementary support for the Customer Care Sales Support role.

⛳️ Requirements

• Associate degree or equivalent experience required.

• Generally, 1–2 years of direct customer service experience is expected.

• Experience in handling high-volume inbound/outbound calls and email support is essential.

• Proficiency in Windows OS, web-based software, and wireless technology is necessary.

• A strong aptitude and desire to troubleshoot permissions, drivers, error codes, server connectivity, and associated software issues.

• Capability to accurately maintain logs, records, and files both manually and electronically.

• Willingness to learn and apply FDA and HIPAA requirements during troubleshooting processes.

• Familiarity with the maintenance and updates of customer service databases, including customer access to ScanPoint, CRMs, and case management tools.

• Skilled in researching accounts receivable issues and aiding in their resolution.

• Must be able to work remotely with a reliable high-speed internet connection.

• Availability to work Monday–Friday shifts between 6:00 a.m. and 4:00 p.m. Pacific Time, including defined break periods.

• Must be able to travel to the corporate office in Bothell, WA for onboarding at the commencement of employment.

🏝️ Benefits

• Annual bonus plan based on company and individual performance for eligible full-time employees who are not on a commission plan.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Basic life insurance provided.

• 401(k) plan with company match.

• Additional programs designed to support employees and their families.

• Opportunities for professional development.

• Internal mobility options available.

• Certification courses offered.

• Tuition reimbursement assistance.

• Virtual events to appreciate the team.

• A culture focused on engagement and recognition.