Senior Technical Support & Training Specialist

resmed; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

ResMed Malaysia is seeking a Subject Matter Expert (SME) to provide training, knowledge sharing and best practices to drive consistent performance across the team.

You will deliver technical support for ResMed software and devices, manage escalations, mentor teammates, and contribute to process improvements while maintaining a high standard of customer service. The role includes on-call shifts and collaboration with internal and external stakeholders.

Qualifications

• Diploma or degree in any discipline is required.
• Minimum 10 years in high-volume customer service or call center.
• At least 5 years in Technical/Software Support.
• Experience supporting Windows OS.
• Experience troubleshooting medical devices.
• Strong written and verbal English communication.
• Experience using ERP/CRM systems (Oracle, Salesforce).

Responsibilities

• Provide training, knowledge and best practices to drive team performance.
• Handle technical support for software and devices for customers and partners.
• Respond to and resolve customer issues promptly while ensuring quality.
• Document inquiries and resolutions in the ticketing system.
• Meet QA standards and support on-call rotation including nights/weekends.
• Assist process improvement and create/update training materials.

Skills

Windows OS

Troubleshooting

Training/documentation

Customer-focused

ERP/CRM navigation

Education

Diploma degree or higher

Tools

Oracle ERP

Salesforce CRM

Job description

ResMed Malaysia is seeking a Subject Matter Expert (SME) to provide training, knowledge sharing and best practices to drive consistent performance across the team.

You will deliver technical support for ResMed software and devices, manage escalations, mentor teammates, and contribute to process improvements while maintaining a high standard of customer service. The role includes on-call shifts and collaboration with internal and external stakeholders.