Technical Customer Service Representative

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

Let's talk about the role:

• Subject Matter Expert (SME) that provides training, knowledge expertise and best practices to drive consistent and continual performance improvement for team

• Keep up with changes in ResMed Product and Software. Provide training and assistance for team members on ResMed's product and software.

• Ensure process alignment within the team and internal stakeholders.

• Effectively handle escalations and assist other team members to ensure efficient resolution to customer requests through collaboration and effective teamwork.

• Provide process improvement suggestions, create/ update training documents and email templates.

• Work to support continuous improvement projects, system testing and special projects as needed.

• Provide technical support to ResMed's internal and external customers and business partners focusing on software support, device support, and general customer education through calls and email cases.

• Deliver exceptional customer experience and foster strong customer relationships.

• Respond to and resolve all customer issues in a timely manner including the escalation of issues as they arise.

• Multi-task, prioritize and organize all calls and emails sent to you and assigned to you.

• Document all technical inquiries and customer-reported problems in the in the ticketing system, including the nature of the support inquiry and the resolution recommended.

• Meet contact center QA standards and metrics.

• Participate in an 'on-call' rotation with other team members supporting customer issues during off hours including nights and weekends.

• Adherence to a pre-defined schedule (Workforce Management)

• Other duties as assigned.

Let's talk about you:

• Diploma or degree holder in any discipline

• Minimum 10 years’ experience in a high-volume customer service/call center managing calls and emails

• At least 5 years on Technical Support or Software Support phone support experience

• Experience supporting Windows OS

• Experience troubleshooting medical devices

• Strong understanding of desktop/laptop hardware.

• Experience conducting training, preparing training document, presentation, process flow and email templates.

• Must be able to handle escalations, ad-hoc tasks and demonstrate exceptional problem solving and organizational skills.

• Must demonstrate strong written and oral communication skills in English.

• Must be able to work in enterprise level ERP (e.g. Oracle) and CRM (e.g. Sales Force Dotcom) applications, navigate multiple screens, and enter customer information/orders accurately.

• Demonstrates a strong customer orientation with the ability to effectively interact and maintain professionalism with customers at all levels via phone and email

• Excellent problem-solving ability and strong attention to detail.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to work both effectively independently and harmoniously with a team.

• Ability to build relationships and work well across functions, & in a collaborative team environment, sharing workload and responsibilities.

• Demonstrates the capacity to manage changing priorities and ambiguity while remaining calm and controlled.

• Demonstrates poise and composure under pressure, communicates a “can do” attitude and positive outlook.

• Demonstrate exceptional problem solving and organizational skills.

• Willing to pitch in and do more than is required, puts initiative, resourcefulness and curiosity.

Preferred:

• Experience supporting process improvement projects and UAT testing on ERP/CRM systems.

• Experience supporting users from US, Canada, Australia or other countries.

#LI-APAC

Joining us is more than saying "yes" to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you.