Technical Support Specialist

Loftware; Wokingham; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading supply chain technology firm is seeking a Customer Technical Support Specialist. In this role, you will assist customers with technical issues, utilizing your communication skills in both English and Chinese. The ideal candidate has experience in technical support, familiarity with help desk software, and a degree in Information Technology. This position is hybrid with opportunities based in England or remote for U.S.-based candidates.

Benefits

Competitive salary

401k with company match

Paid family leave

Tuition discounts

Remote work flexibility

Qualifications

• Experience as a Customer Technical Support Specialist or similar role.
• Familiarity with the industry is a plus.
• Understanding of how CRM systems work.

Responsibilities

• Respond to customer queries in a timely manner.
• Identify customer needs and help them use specific features.
• Analyze and report product malfunctions.
• Update internal databases with information about technical issues.
• Communicate new features and follow up with customers.

Skills

Active speaking English

Active speaking Chinese

Excellent communication skills

Problem-solving skills

Multi-tasking abilities

Patience

Education

BSc in Information Technology or relevant education

Tools

Help desk software

CRM systems

Remote support tools

Job description

A career at Loftware is more than just a job – it’s an opportunity to help shape the supply chain of the future.

Job Overview: Technical Support Specialist

We are looking for a Customer Technical Support Specialist who can actively speak English and Chinese to assist our customers with technical problems when using our products.
Customer Technical Support Specialist responsibilities include resolving customer queries, troubleshooting technical issues, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all after-sales support.

Location:

Portsmouth, New Hampshire (Hybrid), Remote (U.S.-based candidates working EST hours), Reading, United Kingdom or Slovenia (Šenčur)

Please note: Visa sponsorship is not available for this role.

Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email, customer portal or chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
• Update our internal databases with information about technical issues and useful discussions with customers.
• Share feature requests and effective workarounds with other team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Sales and Marketing team.

Requirements and skills

• Experience as a Customer Technical Support Specialist or similar role.
• Languages: Active speaking and writing English and Chinese.
• Familiarity with our industry is a plus.
• Experience using help desk software and remote support tools.
• Understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.
• BSc in Information Technology or relevant education.

Targeted Technical Knowledge (which is helpful)

• Knowledge of Java, C++, XML, JavaScript, .NET, J2EE is helpful.
• Previous experience with database Oracle and/or SQL Server.
• Knowledge of ERP, CRM, WMS or MES systems.
• Knowledge of system and network management issues and tools.
• Working knowledge of: LDAPs, Operating Systems, Networks, Webservers, Application servers.
• Knowledge of Web Services, Service Oriented Architecture, Web Based UI’s.

Why Join Loftware?

Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities!

• Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.
• We use the power of the global team, with locations and employees working together all over the world.
• We set you up for success! We offer comprehensive training to all employees and place an emphasis on employee development and mentorship.
• We offer competitive salaries, benefits, 401k plus company match, ample vacation time, paid family leave, tuition discounting on continued education, remote work flexibility, and more!

We win with inclusion

At Loftware, inclusion, diversity, and belonging are paramount to our success and our culture. We are an equal opportunities employer. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.

About us:

We make the Supply Chain work

At Loftware, our end-to-end cloud-based labeling platform helps businesses of all sizes manage labeling across their operations and supply chain and our solutions are used to print over 51 billion labels every year. With over 500 industry experts and 1,000 global partners, Loftware maintains a global presence with offices in the US, UK, Germany, Slovenia, China, and Singapore making us a trusted partner for companies in automotive, chemicals, clinical trials, consumer products, electronics, food & beverage, manufacturing, medical device, pharmaceuticals, retail/apparel, and more.

More about us: https://www.loftware.com/about-us/company

#Makeyourmark with Loftware and apply today!