Technical Customer Service Representative

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

The primary role of Technical Support function is to provide technical & engineering support to customers, support agents & internal teams. Key deliverables include taking ownership of customer queries on ResMed products, researching solutions and promptly responding whilst maintaining the highest level in quality. Provide post Design support and repair of ResMed products, investigate device failures, upgrading the systems, product maintenance & testing. 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 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.
• Preferred: 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, We commit to respond to every applicant. Resmed (NYSE:RMD, ASX: RMD) creates life-changing health technologies that people love. We're relentlessly committed to pioneering innovative technology to empower millions of people in more than 140 countries to live happier, healthier lives. Our AI-powered digital health solutions, cloud-connected devices and intelligent software make home healthcare more personalized, accessible and effective. Ultimately, Resmed envisions a world where every person can achieve their full potential through better sleep and breathing, with care delivered in their own home. Learn more about how we're redefining sleep health at Resmed.com and follow @Resmed.