Senior Technical Support Specialist & SME (Medical Devices)

ResMed Inc; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

ResMed Inc in Kuala Lumpur seeks a Subject Matter Expert (SME) to provide technical and software support to customers, support agents and internal teams. You will train colleagues, share knowledge, and drive best practices to uplift team performance.

Responsibilities include handling escalations, on-call support, and documenting inquiries in the ticketing system while collaborating across functions to ensure quality customer outcomes.

Qualifications

• 10+ years in high-volume customer service/call center

Responsibilities

• Provide technical support to ResMed’s customers and internal teams.
• Own customer queries and escalate where needed.
• Train team members and create/update training materials.
• Document all inquiries in the ticketing system and ensure quality responses.
• Participate in on-call rotation and adhere to Workforce Management schedules.
• Contribute to process improvement and special projects.

Skills

Technical support

Customer service

Windows OS

Troubleshooting devices

CRM Salesforce

ERP Oracle

Training delivery

Communication

Teamwork

Education

Diploma or degree

Tools

Salesforce CRM

Oracle ERP

Job description

ResMed Inc in Kuala Lumpur seeks a Subject Matter Expert (SME) to provide technical and software support to customers, support agents and internal teams. You will train colleagues, share knowledge, and drive best practices to uplift team performance.

Responsibilities include handling escalations, on-call support, and documenting inquiries in the ticketing system while collaborating across functions to ensure quality customer outcomes.