Global Incident Response & Support Specialist

Centific; Penang; Hybrid; MYR 67,000 - 100,000; Full time

Job summary

Centific is seeking aTechnical Support professional to manage high-impact customer incidents and coordinate timely resolution across global teams. You will act as the central point of contact during critical service disruptions, communicating with stakeholders and maintaining high customer satisfaction.

The role requires 2-5 years in technical support or incident management, strong English and Japanese language skills, and the ability to collaborate across time zones to meet strict SLAs.

Qualifications

• 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 Global Mandarin, Korean, or Japanese.

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.

Skills

Technical support

Incident management

Escalation

Stakeholder management

Global collaboration

English/Japanese proficiency

Job description

Centific is seeking aTechnical Support professional to manage high-impact customer incidents and coordinate timely resolution across global teams. You will act as the central point of contact during critical service disruptions, communicating with stakeholders and maintaining high customer satisfaction.

The role requires 2-5 years in technical support or incident management, strong English and Japanese language skills, and the ability to collaborate across time zones to meet strict SLAs.