Client Support Specialist

AtriCure, Inc. provides innovative technologies for the treatment of Afib and related conditions. Afib affects more than 33 million people worldwide. Electrophysiologists and cardiothoracic surgeons around the globe use AtriCure technologies for the treatment of Afib and reduction of Afib related complications. AtriCure's Isolator Synergy Ablation System is the first medical device to receive FDA approval for the treatment of persistent Afib. AtriCure's AtriClip Left Atrial Appendage Exclusion System products are the most widely sold LAA management devices worldwide. AtriCure's Hybrid AF Therapy is a minimally invasive procedure that provides a lasting solution for long-standing persistent Afib patients. AtriCure's cryoICE cryoSPHERE probe is cleared for temporary ablation of peripheral nerves to block pain, providing pain relief in cardiac and thoracic procedures. For more information, visit AtriCure.com or follow us on Twitter @AtriCure.

We foster a culture of inclusion by embracing diverse experiences and individuals where everyone's authentic self is welcome. We offer supporting programs and resources that provide enriching and equitable opportunities for each person to contribute professionally and personally.

POSITION SUMMARY:

Responsible for delivering end user support (both local and remote) concerning software, hardware, and network assistance. Utilizes experience and sound judgment in conjunction with established procedures to identify, research, and resolve technical problems presented through Level I, II and occasionally III, and Help Desk tickets. Ensures the documentation, tracking, and monitoring of issues/requests are conducted to guarantee a timely resolution.

ESSENTIAL FUNCTIONS OF THE POSITION:

• Troubleshoot, document, and resolve tickets related to technical difficulties with hardware, software, phones, and network connectivity. Working directly with end-users on resolution
• Ability to work on multiple issues/requests simultaneously, in a timely manner
• Ensures customer satisfaction by proactively communicating, following up, seeing issues through to resolution, and updating tickets in a timely manner
• Provides A/V support and troubleshooting meetings and events of varying sizes
• Implements necessary solutions and develops relevant documentation for internal IT team, Help Desk, and end users as needed
• Provide remote and in-person training to end users on technology tools and best practices
• Actively contributes to ongoing process improvement
• Assists with the installation, configuration and ongoing usability of computers, peripheral equipment and software
• Perform after hours support functions to provide continued operation of systems
• Arranges service with vendors to repair, replace and install. Works with vendor support contacts to resolve technical problems
• Collaborate with other IT colleagues to research and resolve issues
• Performs other duties or projects assigned

ADDITIONAL ESSENTIAL FUNCTIONS OF THE POSITION:

• Excellent customer service focus
• Collaborative team player, and self-starter
• Excellent problem solving and troubleshooting skills
• Ability to effectively prioritize and execute in high pressure situations
• Ability to communicate technical information effectively to non-technical employees
• Regular and predictable work performance

BASIC QUALIFICATIONS:

• Bachelor's degree from a four-year college or university or equivalent experience
• Strong communication, interpersonal, and analytical skills
• Ability and desire to provide excellent customer service
• Ability to work independently, with a team, and in a dynamic environment

PREFERRED QUALIFICATIONS:

• In depth knowledge of MS operating systems and applications
• Microsoft Desktop Certification MCSA
• A+ Certification

OTHER REQUIREMENTS:

• Ability to regularly walk, sit, or stand as needed
• Ability to occasionally bend and push/pull as needed
• Ability to regularly lift up to 25 pounds, occasionally lift up to 50 pounds
• Ability to pass pre-employment drug screen and background check

AtriCure has a variety of benefits available for US based employees and their families. Examples include Medical & Dental beginning day 1 of employment, 401K plus match, 20 days of paid Parental Leave, in addition to maternity leave, for new moms and dads, Volunteer Time off, Pet Insurance, and more. Corporate-based employees also have full access to our on-site fitness center and cafeteria. To see a complete list of our benefits, please visit our careers website: https://www.atricure.com/careers-atricure/benefits. AtriCure participates in the federal E-Verify program to confirm the identity of and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here https://www.e-verify.gov/ AtriCure is an Equal Employment Opportunity/Affirmative Action employer and provides Drug Free Workplaces. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national or ethnic origin, age, protected veteran status, status as an individual with disability, sexual orientation, gender identity or any other characteristic protected by federal, state, or local law(s).