Customer Care Specialist II
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Job Description
Customer Care Specialist supporting product inquiries with moderate technical support and order management. Empowering healthcare professionals in a global medical device company.
Responsibilities:
- Respond to inbound calls and emails for products, training requests, general information, and moderate technical issues; create and manage cases to resolution
- Accurately enter and process customer orders; provide proactive updates and follow‑ups for order status and repair approvals
- Issue return authorizations (RAs) for repairs and credits in alignment with company policies
- 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
- Identify opportunities to promote additional value‑add products, services, or training that solve customer problems
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
- Ability and desire to learn and apply FDA and HIPAA requirements while troubleshooting
- Familiarity with customer service databases, CRMs, and case management tools
- 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)
- Must be able to travel to corporate office in Bothell, WA for onboarding at start of employment.
Benefits:
- Medical, dental, vision, basic life insurance
- 401(k) with company match
- Other programs that support you and your family
- Professional development programs
- Internal mobility
- Certification courses
- Tuition reimbursement
- Team appreciation virtual events
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