Technical Support Specialist, Japanese Speaking
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Job Description
Technical Support Specialist managing critical customer incidents for Centific. Coordinating global teams, escalations, communications, and timely service resolutions.
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
- Work 9 hours per day, inclusive of lunch break
- Work 4 weekdays and 1 weekend shift per week
- Work assigned shifts within the 7:00 AM to 11:00 PM operational coverage window, on APAC or EMEA shifts
- Observe supported-country public holidays depending on project assignment
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
- Proficiency in Global Mandarin, Korean, or Japanese
- Comfortable collaborating with global teams across multiple time zones
- 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
Benefits:
- Work-life balance emphasis
- Opportunities to enhance skills
- Annual creative film and speech contests
- Weekly office game tournaments
- Equal opportunity and inclusive workplace
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