Customer Care Specialist II
$35,880–$51,002 year
RemoteUnited States
Job Summary
Respond to inbound calls and emails for product inquiries, training requests, and moderate technical issues while creating and managing cases to resolution. Accurately enter and process customer orders, providing proactive updates for status and repair approvals. Issue return authorizations and credits in alignment with company policies. Guide customers through troubleshooting of medical devices, software, Windows applications, and connectivity issues. Identify opportunities to promote additional value-add products and services. Maintain logs and records manually and electronically. Collaborate across Customer Care, Technical Support, Sales, Service, and Finance to resolve issues end-to-end. Requires an associate degree, 1–2 years of customer service experience, and proficiency with Windows OS and wireless technology. Full-time role with Monday–Friday hours between 6:00 a.m. and 4:00 p.m. Pacific Time, with defined breaks. Must travel to corporate office in Bothell, WA for onboarding.
Required Qualifications
- Associate degree or equivalent experience
- 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
- 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
Desired 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
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