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. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, citizenship status, age, mental or physical disability, medical condition, sex (including pregnancy), gender identity or expression, sexual orientation, marital status, familial status, veteran status, or any other characteristic protected by applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.
