Technical Support Specialist
Centific
full-time
Posted on:
Location Type: Remote
Location: Malaysia
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About the role
- 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
- Work-life balance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementescalation managementcrisis managementstakeholder managementservice operationstechnical support
Soft Skills
written communicationcollaborationownershipaccountabilityresponsibilityprofessionalismcomposureability to work under pressure