Technical Customer Support SME & Engineer Liaison

ResMed; Kuala Lumpur; Sur place; MYR 90 000 - 150 000; Plein temps

Résumé du poste

ResMed is seeking a seasoned Technical Support specialist in Kuala Lumpur to own complex customer issues, provide expert guidance, and train the team on ResMed products and software. You will diagnose device and software problems, document resolutions, and collaborate across functions to improve service quality.

The role requires strong English communication, extensive experience in high-volume support, and the ability to handle escalations while maintaining customer satisfaction.

Qualifications

• Diploma or degree holder in any discipline.
• 10+ years of experience in high-volume customer service/call center.
• At least 5 years in Technical or Software Support.
• Experience supporting Windows OS.
• Experience troubleshooting medical devices.
• Strong understanding of desktop/laptop hardware.
• Experience conducting training and creating training materials.
• Able to handle escalations and ad-hoc tasks.
• Strong written and oral English communication.
• Proficient in ERP/CRM applications and navigating multiple screens.

Responsabilités

• Provide technical support for ResMed products via calls and email cases.
• Serve as SME by delivering training, sharing best practices, and improving team performance.
• Train and assist team members on ResMed products and software.
• Respond to customer inquiries promptly and maintain high-quality service.
• Document inquiries and resolutions in the ticketing system.
• Participate in on-call rotation and meet QA standards.
• Support process improvements and special projects as needed.
• Maintain professionalism and build strong customer relationships.

Connaissances

Technical Support

Customer service

Training/documentation

English communication

Problem solving

Team collaboration

Multitasking

Escalation handling

Independent work

Adaptability

Formation

Diploma or degree (any discipline)

Outils

Windows OS

Oracle ERP

Salesforce CRM

Description du poste

ResMed is seeking a seasoned Technical Support specialist in Kuala Lumpur to own complex customer issues, provide expert guidance, and train the team on ResMed products and software. You will diagnose device and software problems, document resolutions, and collaborate across functions to improve service quality.

The role requires strong English communication, extensive experience in high-volume support, and the ability to handle escalations while maintaining customer satisfaction.