Technical Support Specialist

About Centific

At Centific, people are at the center of our culture.We constantly seek out opportunities for people to enhance their skills,

and emphasize work-life balance for all our employees.We believe that competition can bring out the very best in people

– from our annual creative film and speech contests to our weekly office game tournaments,we mix work and play to engage our people and help our clients succeed.

About Job

Job Description 

We are looking for a Technical Support professional to manage high-impact customer incidents and coordinate timely resolution across global teams. This role will act as the central point of contact during critical service disruptions, ensuring effective communication with stakeholders and maintaining high customer satisfaction. 

Key Responsibilities 

• Manage and coordinate critical customer escalations in a global environment 

• Act as the single point of contact for high-severity incidents 

• Collaborate with cross-functional teams to ensure timely issue resolution 

• Provide regular updates to customers and internal stakeholders during incidents 

• Track incident progress and ensure accountability across teams 

• Maintain incident documentation and reporting 

• Provide weekend or off-hours support when required   

Job Requirements 

• 2–5 years of experience in technical support, incident management, escalation or crisis management, stakeholder management, or service operations  

• Proven experience supporting enterprise-level customers in English and at least one of the following languages: Mandarin, Korean, or Japanese  

• Strong written communication skills in English and proficiency in Global Mandarin, Korean, or Japanese  

• Comfortable collaborating with global teams across multiple time zones to deliver timely and effective resolutions  

• Demonstrates a strong sense of ownership, accountability, and responsibility  

• Able to perform effectively under pressure while meeting strict SLAs  

• Capable of handling challenging customer situations with professionalism and composure 

Working Arrangement 

• 9 working hours per day, inclusive of lunch break  

• 4 weekdays and 1 weekend shift per week  

• Employees may be required to observe the public holidays of the supported country (e.g., Japan or South Korea), depending on project assignment 

Centific is an equal opportunity employer. We aim to create an inclusive workplace and leverage the power of diversity. We are committed to providing a work environment free of discrimination and harassment. We do not discriminate or allow harassment on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status or any other legally protected status. Workplace discrimination related to being pregnant and pregnancy-related harassment, including discrimination in the hiring process, is strictly prohibited in Centific Global Solutions.