Senior Software Support Specialist - Hybrid (Columbus)

Biotouch; Columbus, Midland (GA, TX); Ibrido; USD 60.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, Dental, Vision after 30 days

HSA and PPO plans available

Company paid Life Insurance, AD&D, and

Long Term Disability

401(k) with generous company match

Supplemental Voluntary Benefits

Employee Assistance Program

$500 Referral Bonus Available!

Descrizione del lavoro

BioTouch is seeking a Software Support Specialist II in the greater Columbus area, with mostly onsite work and some hybrid flexibility. You will serve as a SME for supported applications, mentor teammates, and drive timely resolutions while maintaining customer satisfaction.

The role requires at least five years in software support, strong communication, and the ability to coordinate with engineering and cross-functional teams to resolve customer-impacting issues.

Competenze

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• Minimum of five (5) years of experience in software support, application support, or technical customer support.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with the ability to interact effectively with customers and internal teams.
• Customer-focused mindset with a commitment to delivering outstanding service.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.

Mansioni

• Provide technical support to customers through phone, email, and in-person interactions.
• Troubleshoot software issues and deliver timely, effective resolutions.
• Analyze and resolve complex customer issues, escalating when appropriate.
• Collaborate with cross-functional teams to investigate, escalate, and resolve technical challenges.
• Document support cases, troubleshooting steps, and resolutions clearly and accurately.
• Maintain current knowledge of supported applications, software updates, and industry best practices.
• Deliver exceptional customer service and maintain high levels of customer satisfaction.
• Act as a Subject Matter Expert (SME) for assigned applications and business processes.
• Identify and implement temporary workarounds for issues requiring development changes or process improvements, ensuring minimal disruption to customers.
• Follow established escalation procedures and communicate effectively with internal and external stakeholders.

Conoscenze

Troubleshooting

Communication

Customer focus

Time management

Team collaboration

Formazione

Bachelor's degree in CS/IT

Strumenti

Ticketing systems

APIs

Software integrations

Descrizione del lavoro

BioTouch is seeking a Software Support Specialist II in the greater Columbus area, with mostly onsite work and some hybrid flexibility. You will serve as a SME for supported applications, mentor teammates, and drive timely resolutions while maintaining customer satisfaction.

The role requires at least five years in software support, strong communication, and the ability to coordinate with engineering and cross-functional teams to resolve customer-impacting issues.