Technical Support Specialist

Role Overview

• 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.

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.

Benefits

• Centific is an equal opportunity employer.
• Inclusive workplace leveraging diversity.