B2B After-sales & Technical Support Specialist

Please apply via our website:
https://wooting.io/careers/b2b-after-sales-and-technical-support-specialist-and-asia

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Job description

You’re detail-oriented and notice the smallest discrepancies. When the serial numbers in a return shipment don’t match, you can’t help but wonder, “What went wrong?” You’re comfortable working with spreadsheets and investigating questions that don’t have easy answers. Within the data, you find a path through the chaos.

As our B2B After-sales Specialist, you’ll support resellers throughout the after-sales process, including return requests, return validation, and resolution. You’ll also be the go-to person for communicating product-related information to our resellers. Most of this communication will take place in English by email.

On a typical day, you might inform resellers about the latest product changes and explain how those changes affect their customers. Your product knowledge will help you answer any follow-up questions they may have. Each month, you’ll work with our reseller partners to validate returned faulty items, determine where those items should go, and assess whether the reseller is following our warranty policy.

If you identify a process that could be improved to reduce returns, or notice an issue that mainly affects B2B customers, you’ll take the initiative to address it. This may involve working with the technical team or escalating the issue to the relevant product team.

Key responsibilities

• Provide after-sales support in English to Wooting resellers by email.
• Audit monthly return lists and validate faulty merchandise details in bulk.
• Log technical support cases, identify issue trends, and collaborate with the technical team to develop long-term solutions, particularly for issues involving bulk orders.
• Draft technical documentation and external communications for resellers.
• Act as the bridge between our resellers and international team, communicating reseller insights and local market needs.

Required experience and skills

• Fluency in written and spoken **English** for both reseller support and internal collaboration, with the ability to understand and explain technical concepts clearly and concisely.
• Experience with B2B return logistics and RMA processes.
• A technical mindset, a natural curiosity about how Wooting products work, and an enjoyment of troubleshooting through deduction and logical thinking.

Nice-to-haves

• A good understanding of human interface devices (HID), particularly **mechanical or analog keyboards**, gaming peripherals, or consumer electronics.
• You own a Wooting keyboard and can’t help helping others with it.
• A passion for gaming and the PC enthusiast ecosystem.
• Native-level proficiency **in a language other than English**, with strong writing and communication skills and the ability to explain technical concepts clearly.

Expectations

• Detail-oriented, self-motivated, and process-driven.
• Open-minded when investigating technical issues, with strong critical-thinking skills.
• Patient and thoughtful when communicating with resellers.
• Able to communicate technical information clearly in writing.
• Able to work remotely, manage your time effectively, and communicate proactively with your team.

Remote work and location

• Based in Asia/ Taiwan.
• Fully remote working environment.
• Informal working environment.
• The Customer Service team operates across CET (Amsterdam time) and GMT+8 (Taipei time). Your working hours are flexible, but you’ll need two to four hours of overlap with your team each day. There are also two mandatory meeting slots on Tuesdays and Wednesdays.
• You can arrange your days off flexibly, provided you coordinate closely with the team and stay on top of your responsibilities.