Senior Software Support Specialist II - Columbus (Onsite)

BioTouch; Columbus (GA); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision after 30 days

HSA and PPO plans available

Company paid Life Insurance, AD&D, and

Long Term Disability

401(k) with company match

Supplemental Voluntary Benefits

Employee Assistance Program

$500 Referral Bonus Available

Job summary

BioTouch is seeking a Software Support Specialist II to provide advanced technical support for our healthcare logistics software. The role emphasizes troubleshooting complex issues, maintaining customer satisfaction, and collaborating across teams to resolve challenges.

Based in the greater Columbus area, this onsite-focused role offers hybrid flexibility and opportunities to mentor teammates while driving process improvements in a fast-paced environment.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a 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.

Responsibilities

• Provide technical support to customers via phone, email, and in-person interactions.
• Troubleshoot software issues and deliver timely 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.
• Maintain current knowledge of supported applications, software updates, and best practices.
• Deliver exceptional customer service and maintain high levels of customer satisfaction.
• Act as SME for assigned applications and business processes.

Skills

Troubleshooting

Communication skills

Analytical thinking

Customer service

Cross-functional collaboration

Ticketing systems

API troubleshooting

Education

Bachelor's degree in Computer Science / IT or related field

Tools

APIs

Ticketing systems

Troubleshooting tools

Job description

BioTouch is seeking a Software Support Specialist II to provide advanced technical support for our healthcare logistics software. The role emphasizes troubleshooting complex issues, maintaining customer satisfaction, and collaborating across teams to resolve challenges.

Based in the greater Columbus area, this onsite-focused role offers hybrid flexibility and opportunities to mentor teammates while driving process improvements in a fast-paced environment.