Software Support Specialist II

Job Description

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!
 
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, 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.

Required Skills 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!