Customer Support & Data Operations

Pulau Pinang
Permanent
Full-time

23 days ago

About CentificCentific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our team includes more than 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers. We harness the power of an integrated solution ecosystem—comprising industry-leading partnerships and 1.8 million vertical domain experts in more than 230 markets—to create contextual, multilingual, pre-trained datasets; fine-tuned, industry-specific LLMs; and RAG pipelines supported by vector databases. Our zero-distance innovation™ solutions for GenAI can reduce GenAI costs by up to 80% and bring solutions to market 50% faster.Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers. We aim to help these organizations unlock significant business value by deploying GenAI at scale, helping to ensure they stay at the forefront of technological advancement and maintain a competitive edge in their respective markets.About JobWe are seeking a vendor partner to support Microsoft Forms in three key operational areas:1. Customer ticket handling2. Data query resolution3. Dashboard refresh managementThis role is critical to ensuring smooth customer experiences and operational continuity.Responsibilities1. Customer Ticket Handling

Triage and respond to customer support tickets related to Forms usage, data issues, and migration queries

Escalate complex issues to internal engineering teams with clear documentation and context

Maintain SLA compliance and ensure customer satisfaction through timely, accurate responses

2. Data Query Resolution

Execute diagnostic commands and data lookups in compliance with internal approval protocols

Collaborate with internal teams to validate data integrity and resolve anomalies

Document all data access actions in accordance with Microsoft customer data handling policies

3. Dashboard Refresh & Reporting

Monitor and maintain Power BI dashboards used by the Forms team and stakeholders

Ensure data pipelines are functioning correctly and escalate failures as needed

Support ad hoc reporting needs and maintain documentation for recurring reports

Qualifications

Experience in customer support for SaaS or enterprise software environments

Familiarity with Microsoft Forms, Power BI, and diagnostic tooling

Strong communication and documentation skills

Understanding of data privacy and compliance standards

Additional Requirements

Excellent written and verbal communication skills in English

Ability to write clear, concise, and professional reports and documentation

Experience working with Microsoft internal tools and workflows is a plus

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.

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