Job description

You have a technical mind that can't help but break down processes, systems, and products. "How does it work? Why would it do that?" You're naturally curious. That's why people in your private circle often come to you for help with consumer electronic issues and you find satisfaction in helping others solve technical problems.

As a Technical Customer Support Specialist, you will help Mandarin-speaking customers get the most out of their Wooting products. You'll focus primarily on the local Chinese market while providing steadfast technical support as a Wooting representative.

On a typical day, you're talking with a Mandarin-speaking customer who is struggling to configure their Wooting keyboard for Valorant. As a gamer yourself, you understand exactly what they're describing. You provide insight into what's typically causing the issue and send them a guide you've written specifically for this topic. When the customer follows up, you deduce from their information that the issue is more advanced and not related to the game.

You document the technical issue and begin troubleshooting with the customer. After discovering a novel bug that you can replicate on your own keyboard, you escalate the issue to the software team and provide the customer with a temporary solution, assuring them that a fix is coming soon.

Later, during a technical team meeting with your globally located colleagues, you discuss the issue you encountered and discover similar cases have been reported. Taking initiative, you create a temporary help document for your team that provides guidance on troubleshooting this specific issue.

About Wooting

Wooting is a young, growing company made of passionate people that make impactful products for the gaming industry. Our tight-knit team doesn’t operate like most companies: we value the perspectives and opinions that individuals at all levels can offer towards the business. With that, we expect that each and every person strives to make meaningful contributions, not just in their specific role, but across the business.

Wooting Voice

Group of passionate people that informally shares and talks with customers, while showing professionalism in the work done through clear communications, transparency, and honesty. A dash of wit and not taking things too seriously can make all the difference.

Relevant tools we use:

Virtual office for voice communications on Gather
General and project communications on Slack
Company Wiki, project- and task-management on Notion
Customer support tickets on Helpscout

Job Details

Key Responsibilities

Provide technical support in Mandarin to Mandarin speaking Wooting customers by email and a local chat application (eg. WeChat, QQ).
- Troubleshoot firmware/software configuration, keyboard setup, and analog input behavior from customer.
- Guide customers through advanced topics in using keyboard profiles, analog input settings, and keyboard switch related questions.
Log technical support cases, identify issue trends, and collaborate with the technical team coordinate long-term solutions.
Escalate and followup advanced customers issues with the keyboard software team and product development team.
Continuously improve technical documentation and internal tools for the Chinese audience.
Be the bridge between Mandarin speaking customers and our international team to communicate insights and localized needs.
Contribute to community health on local platforms like Bilibili, Xiaohongshu, or QQ.

Required Experience & Skills

Native-level Mandarin Chinese with strong writing and communication skills, including the ability to explain technical matters clearly.
Intermediate English reading/writing skills for internal collaboration, including the ability to understand and communicate technical matters clearly.
Good understanding of HID Devices (Human Interface Devices), with a focus on mechanical or analog keyboards, gaming peripherals, or consumer electronics.
Technical mindset that is naturally stimulated to deeply understand Wooting products and enjoys troubleshooting issues by a deduction and logic.
Passion for gaming and the PC enthusiast ecosystem

Nice-To-Haves

Know your way around Bilibili, Xiaohongshu, QQ, or Wechat.
You own a Wooting keyboard and can’t help yourself to help others with it 😂.

Expectations

Detail-oriented, self-motivated, and process-driven.
Effective written communication skills.
Capability to work remotely from home while effectively managing your time and communicating with your team.

Remote work/ geographical

Located in or nearby Shanghai.
Fully remote working environment.
Informal working environment.
Customer Service team is centralized in CET (Amsterdam local time) and GMT+8 (Shanghai local time). Your working hours are flexible but require at least 2-4 hours of overlap with your team. There are 2 mandatory slots on Tuesdays and Wednesdays for team gatherings and company meetings.
You can freely arrange days off as long as you assure close coordination with the team and your own ability to keep up with work.

Salary and benefits

Full-time position (40 hours/week).
Monthly salary of ¥12000 - ¥15000 (based on experience).
- Additional profit-sharing bonus of 8% on yearly gross salary.
- Includes local contract and social insurances.
20 Paid holidays per year.
- In addition to local national holidays.
We provide all necessary work-from-home equipment to help you get started, including a Wooting keyboard of your choice.
Each year, we provide employees with a €250 budget to improve their home office setup. This budget can also be used for anything that enhances your remote work space, physical or mental health.
Employee Discounts: Enjoy a discount on Wooting products.
Team Events: Connect with colleagues through virtual team events and our annual in-person festival, Wootstock - a few days of fun and bonding!

How To Apply

Please fill in the form below. For the cover letter please answer two questions:

What makes you interested in working at Wooting?
Can you share one recent project that you are proud of? This can be a work or hobby project.

⚠ Any application that doesn’t answer these two questions will be automatically rejected.