Technical Support & Escalation Specialist (Japanese Speaker)

Position Title: Technical Support & Escalation Specialist (Japanese Speaker)

Work location : KL Sentral

Working Hours: Sun-Thu / Tue-Sat (08:00am – 05:00pm / 09:00am – 06:00pm MYT)



About Centific

Centific is an AI data company that helps businesses deploy scalable, cost-efficient AI solutions using high-quality data and advanced technologies.

Mission: Enable organizations to adopt GenAI effectively and stay competitive.

Culture: An equal opportunity employer committed to diversity and fair hiring.



What we offer

Medical Coverage, Dental, Health Screening, Optical, Shift Allowance



Job Description

We are looking for a Technical Support Specialist （Japanese Speaker) 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 Japanese

Strong written communication skills in English and proficiency in 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), depending on project assignment