Technical Support Specialist

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.

We are seeking individuals located in our China office who are willing to work flexible shifts covering China business hours, as well as overlapping with U.S. and EMEA time zones. This role requires strong collaboration across global teams and adaptability to support customers and internal stakeholders during varied timeframes.

Key Requirements:

• Based in our China office. Hybrid in office will be considered.
• Ability to work scheduled shifts during China business hours and ability to rotate to align shifts with U.S. and EMEA hours.
• Strong communication skills to coordinate across multiple regions.
• Commitment to delivering exceptional customer support and operational efficiency.

Sample Shift Schedules

To ensure global coverage, shifts may include:

• China Business Hours:
  • 08:30 AM – 05:30 PM CST
• Overlap with U.S. (Eastern Time):
  • 06:00 PM – 10:00 PM CST (to cover early U.S. morning)
• Overlap with EMEA (Central European Time):
  • 02:00 PM – 06:00 PM CST (to cover EMEA afternoon)

Note: Rotating schedules will be planned to balance workload and maintain work-life harmony.

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: 

#Makeyourmark with Loftware and apply today