Customer Care Specialist II Location US-Remote ID 2024-1394 Category Customer Care/Customer Service Position Type Full-Time Work Model Remote (Non-Local) Company Overview Verathon 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. Overview Verathon is looking for a Customer Care Specialist to become the newest member of our Customer Care Team. The Customer Care Specialist is responsible for providing total customer care by promoting and maintaining positive customer relations. Responsibilities * Respond to calls and request for products, training, general information, and moderate level technical support issues* Process customer orders efficiently * Maintenance and update of databases including customer access to ScanPoint* Issue return authorizations (RA's) for repairs and credits under company guidelines* Research customer's accounts receivable issues and assist in resolution* Troubleshoot equipment and software problems including assisting customers with Windows applications* Aptitude to recognize and respond to software errors including server issues, permissions setting, drivers, wireless technology, and unit specific error codes* Provide follow up calls to customers for orders and repair approvals* Phone and email-based troubleshooting of medical devices and software* Promote additional revenue by suggestive sale* Ability to provide back up support for some duties of Customer Care Sales Support position as needed* Maintain logs, records, and files manually and electronically. Qualifications * Typically requires a minimum of 1-2 years of direct customer service experience and a desire and ability to serve customers* Associates degree or equivalent experience* Experience with receiving and making calls in a call center or high-volume office environment* Ability to perform and thrive in a continual learning environment* Ability and desire to learn and understand FDA and HIPAA regulations to ensure compliance while troubleshooting* Aptitude and desire to assist customers with support issues such as permissions settings, drivers, error codes, server issues* Ability and desire to learn relevant clinical and diagnostic information* Intermediate understanding of Windows OS, web-based software products and wireless technology* Prior experience in solving customer and work-related problems* Knowledge of customer service databases EEO Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you're currently reading this and hesitating to click "Apply" for that reason, we encourage you to go for it! Even if you are not a match for this role, we may have another opportunity that may be a great fit. Verathon is an equal opportunity employer and strongly supports diversity in the workplace. We believe that diverse ideas, opinions and perspectives will build a strong foundation for success. In order to provide equal employment and advancement opportunities to all individuals, employment decis