Software Support Specialist II Job

BioTouch

Columbus (GA)

Hybrid

USD 60,000 - 75,000

Full time

3 days ago

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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

Our Mission

Touch Lives. Improve Outcomes. BioTouch is a single-source, international provider for all mission-critical kitting and logistics needs. We partner with a wide range of medical facilities and healthcare providers to bring a higher level of care to healthcare delivery. Simply put, we are doing our part in the healthcare specialty logistics arena!

Why You'll Love This Job

Our Mission

The Role

We are seeking a highly skilled and experienced Software Support Specialist II to join our team. This role is responsible for providing advanced technical support, troubleshooting complex software issues, and ensuring exceptional customer service. The ideal candidate will have a strong background in software support, excellent communication skills, and the ability to work collaboratively across teams to resolve customer concerns and improve support processes.

As a Software Support Specialist II, you will serve as a subject matter expert for supported applications, mentor team members when needed, and help drive timely issue resolution while maintaining a high level of customer satisfaction. This position must be based in the greater Columbus area, mostly onsite with flexibility for some hybrid work available.

Responsibilities

Your Impact

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, escalation, 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.

Skills & Qualifications

What You Bring

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.

What We Need

Experience supporting enterprise software applications.
Familiarity with software integrations, APIs, and troubleshooting tools.
Experience working with ticketing and issue-tracking systems.
Knowledge of software development lifecycles and change management processes.
Experience coordinating with engineering and development teams to resolve customer-impacting issues.

What You'll Get

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 after 90 days
Supplemental Voluntary Benefits like Short Term Disability, Critical Illness, Accident, and Hospital Indemnity
Employee Assistance Program
$500 Referral Bonus Available!

Job Number: 179909

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