{"id":732995,"url":"https://alion.io/job/resmed-technical-customer-service-representative","title":"Technical Customer Service Representative","company":{"id":99683,"name":"ResMed","domain":"resmed.co.uk","url":"https://alion.io/company/resmed-2","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":47,"ghost_share":0.021,"stale_share":0.745,"repost_share":0.043,"time_to_fill_p50_days":38,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":40000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":118},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-11T10:17:35Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-11-01T06:09:46Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":50},"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, research solutions and promptly respond 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.\nLet’s talk about the role:\nSubject Matter Expert (SME) that provides training, knowledge expertise and best practices to drive consistent and continual performance improvement for team\n\nKeep up with changes in ResMed Product and Software. Provide training and assistance for team members on ResMed’s product and software.\n\nEnsure process alignment within the team and internal stakeholders.\n\nEffectively handle escalations and assist other team members to ensure efficient resolution to customer requests through collaboration and effective teamwork.\n\nProvide process improvement suggestions, create/ update training documents and email templates.\n\nWork to support continuous improvement projects, system testing and special projects as needed.\n\nProvide 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.\n\nDeliver exceptional customer experience and foster strong customer relationships.\n\nRespond to and resolve all customer issues in a timely manner including the escalation of issues as they arise.\n\nMulti-task, prioritize and organize all calls and emails sent to you and assigned to you.\n\nDocument all technical inquiries and customer-reported problems in the in the ticketing system, including the nature of the support inquiry and the resolution recommended.\n\nMeet contact center QA standards and metrics.\n\nParticipate in an “on-call” rotation with other team members supporting customer issues during off hours including nights and weekends.\n\nAdherence to a pre-defined schedule (Workforce Management)\n\nOther duties as assigned.\n\nLet’s talk about you:\nDiploma or degree holder in any discipline\n\nMinimum 10 years’ experience in a high-volume customer service/call center managing calls and emails\n\nAt least 5 years on Technical Support or Software Support phone support experience\n\nExperience supporting Windows OS\n\nExperience troubleshooting medical devices\n\nStrong understanding of desktop/laptop hardware.\n\nExperience conducting training, preparing training document, presentation, process flow and email templates.\n\nMust be able to handle escalations, ad-hoc tasks and demonstrate exceptional problem solving and organizational skills.\n\nMust demonstrate strong written and oral communication skills in English.\n\nMust 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.\n\nDemonstrates a strong customer orientation with the ability to effectively interact and maintain professionalism with customers at all levels via phone and email\n\nExcellent problem-solving ability and strong attention to detail.\n\nAbility to define problems, collect data, establish facts, and draw valid conclusions.\n\nAbility to work both effectively independently and harmoniously with a team.\n\nAbility to build relationships and work well across functions, & in a collaborative team environment, sharing workload and responsibilities.\n\nDemonstrates the capacity to manage changing priorities and ambiguity while remaining calm and controlled.\n\nDemonstrates poise and composure under pressure, communicates a “can do” attitude and positive outlook.\n\nDemonstrate exceptional problem solving and organizational skills.\n\nWilling to pitch in and do more than is required, puts initiative, resourcefulness and curiosity.\n\nPreferred:\nExperience supporting process improvement projects and UAT testing on ERP/CRM systems.\n\nExperience supporting users from US, Canada, Australia or other countries.\n\n#LI-APAC\nJoining 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, apply now!We commit to respond to every applicant.","description_format":"text","description_chars":4600,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Respiratory & Sleep Devices"],"lifecycle":[{"event":"open","at":"2026-09-11T10:17:35Z"}],"visa":[],"liveness":{"score":25,"band":"fade","label":"Fading","p_open":1,"p_active":0.558,"p_room":0.44,"age_days":50,"expected_fill_days":38,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/resmed-technical-customer-service-representative","json_url":"https://alion.io/job/resmed-technical-customer-service-representative.json","meta":{"generated_at":"2026-11-01T09:46:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15102,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":99683},"rest":"https://alion.io/mcp/rest/get_company?id=99683"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fresmed-technical-customer-service-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fresmed-technical-customer-service-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fresmed-technical-customer-service-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/resmed-technical-customer-service-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fresmed-technical-customer-service-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":732995}},{"tool":"search_jobs","arguments":{"company":"resmed.co.uk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":732995},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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