Senior Technical Support & Training Specialist

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

Job summary

ResMed APAC team seeks a Subject Matter Expert to deliver training, knowledge, and best practices to drive consistent performance improvements across the support team. You will keep up with ResMed product and software changes and provide training and assistance to colleagues on how to use them effectively.

You will handle escalations, contribute to process improvements, develop training documents and email templates, and support ERP/CRM tools.

Qualifications

• 10+ years in high-volume customer service/call centers.
• 5+ years in technical or software support via phone.
• Experience delivering training and creating training materials.
• Experience with ERP/CRM systems (Oracle ERP, Salesforce).

Responsibilities

• Provide training, knowledge sharing and best practices to improve team performance.
• Train on ResMed products and software changes; support team adoption.
• Handle escalations and collaborate to resolve customer requests promptly.
• Document inquiries in the ticketing system and update templates.
• Support process improvement projects and on-call rotation as needed.

Skills

Customer service

Call center

Training delivery

English communication

Technical support

Problem solving

Team collaboration

ERP navigation

CRM navigation

Education

Diploma or degree in any discipline

Tools

Windows OS

Oracle ERP

Salesforce CRM

Medical devices (hardware)

Job description

ResMed APAC team seeks a Subject Matter Expert to deliver training, knowledge, and best practices to drive consistent performance improvements across the support team. You will keep up with ResMed product and software changes and provide training and assistance to colleagues on how to use them effectively.

You will handle escalations, contribute to process improvements, develop training documents and email templates, and support ERP/CRM tools.