[Hiring] Technical Support Specialist @Centific

Role 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

Qualifications

• 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 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, high profile 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.
• Working hours will fall within the operational coverage window of 7:00 AM to 11:00 PM, based on the assigned shift (APAC shift or EMEA shift).
• Employees may be required to observe the public holidays of the supported country (e.g., Japan or South Korea), depending on project assignment.

Company Description

Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers.