Senior Software Support Specialist — Onsite in Columbus

Talentcare, LLC

Columbus (GA)

Hybrid

USD 65,000 - 90,000

Full time

5 days ago

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Benefits offered by this job

Medical coverage and dental/vision

HSA and PPO plans

Life Insurance & AD&D

401(k) with company match

Voluntary benefits

Employee Assistance Program

Referral bonus

Job summary

BioTouch is seeking a skilled Software Support Specialist II based in the greater Columbus area, with extensive experience in software support and customer service. You will act as a SME for supported applications, mentor teammates, and drive timely issue resolution while maintaining high customer satisfaction.

The role emphasizes collaboration across teams, troubleshooting complex issues, and contributing to process improvements.

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.
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.

Responsibilities

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, elevate, 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.