174 Payroll Support Senior Analyst Tier 2 jobs in Kuala Lumpur
Technical Support Specialist - L1
Posted 14 days ago
Job Viewed
Job Description
· Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
· Own and track tickets within SLAs.
· Identify, resolve or manage the resolution of system issues.
· Take calls and service ticket requests on a ticket system.
· Supports internal clients with system admin tasks and product knowledge expert advice.
· Seek more information by asking the right questions to collect information to resolve the issue or escalate to a specialist.
· Communicate to Level 1, 2, 3 teams, keeping clients and management informed.
· Manage escalation to 2nd Line.
· Updating and managing Knowledgebase.
· Familiar working with automated system monitoring and applications across large networks.
· Technical Support is a 24 hours/5 days a week responsibility for customers around the world.
· Be a part of a scheduled shift rotation.
· Assignments as required and relevant by Management.
· Achieve the KPIs.
· Fluent in English language both written and oral; additional languages will be beneficial.
· May be required on occasion to work outside standard working hours.
· Candidates must be eligible to work and live in the country of employment.
#J-18808-LjbffrManaged Services, Technical Support
Posted 14 days ago
Job Viewed
Job Description
G'day!
We are ServiceRocket , a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.
Twenty years on and counting, we’ve got your back.
Why is ServiceRocket the place for you
- A 20+ year tech services expert of many solutions and partnerships with industry giants.
- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
- We have been certified as a best place to work for our US, Chile and Malaysian offices.
- Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.
Visit our website to learn more and become a part of our Rocketeer Nation.
We are seeking a customer-centric and Customer Support Engineer to join our fantastic team in Kuala Lumpur. The Customer Support Engineer is responsible for assisting, diagnosing, troubleshooting and delivering effective solutions to customers for simple to mid-complex technical problems. You will have the opportunity to learn from different cutting-edge technologies and engage with new customer support onboarding within a hybrid-support environment. This role will also enable yourself to build towards complex level product support as part of career growth within the organisation.
What you’ll be doing
- Work with the Manage Services team members globally to delight our customers
- Communicate efficiently with our customers and peers to ensure they have a great experience
- Unleash your troubleshooting power for issues resolution with the aim of preventing future problems
- Play a key part in complying with the SLA requirements in different tiers of support services
- Collaborate with our Solution Architect and Customer Solutions teams to enable successful milestones to our customers throughout the journey with ServiceRocket
- Perform application upgrades, performance optimisation, custom plug-in development, Pre-sales discovery, application implementations, and system improvements
- Actively contributing to customer success throughout the lifecycle from onboarding to renewal through facilitation of customer meetings and quarterly business review
- Become an encyclopaedia of knowledge about relevant software applications and best practices
- Champion the importance of learning, documenting, and sharing knowledge with others
- Ability to work on shift is required for Malaysia team (Morning 7am-4pm/Night 3pm-12am, on monthly rotation basis, with compensation considerations)
- Flexible to work on Malaysia Public Holidays on rotation basis, with compensation considerations
- Flexible to work on 1-2 weekend day(s) each month, on full/standby support or pre-scheduled weekend activities on rotation basis, with compensation considerations
What you’ll bring to the table
- Requires a minimum of 1-2 years of related experience with a Bachelor’s degree or a Master’s degree; or equivalent work experience
- Strong data analysis, critical thinking and problem-solving skills
- Ability to work independently and with others
- SQL and Java Application troubleshooting as per required by specific client account
- Strong communication skills in English, both written and verbal.
- Exhibit a growth mindset. Passion for continuous learning and exploring new technology.
Nice to have
- Experience with Atlassian applications (eg. Jira/Confluence)
- Experience with Linux Administration
- Cloud Computing skills (eg. AWS, GCP, MS Azure)
- Atlassian Certification and/or accreditation
*Only shortlisted candidates will be notified
Perks
- Share the fruit program : when we grow the tree, we share the fruit–when the company grows, we share the profit.
-Stock options : you have the opportunity to participate in the ownership of the company.
-Health insurance: we support you and your family–your well-being matters.
-Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
-Career pathways program : you can grow horizontally, vertically, or any way you want.
-Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
-Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.
Our Selection Process
Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.
You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.
Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!
Additional Information
ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
*Only shortlisted candidates will be notified*
Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.
RECRUITING FRAUD ALERT:Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email
#J-18808-LjbffrTechnical Support Center Manager
Posted 14 days ago
Job Viewed
Job Description
BD Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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BD Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Join to apply for the Technical Support Center Manager role at BD
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the makers of possible
BD is one of the largest global medical technology companies in the world.
Job Description Summary
Job Description
We are the makers of possible
BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
Why Join Us?
A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.
Become a maker of possible with us!
As a Technical Support Center Manager, you will be integrated with a diverse group of leaders across a multi-functional department focused in building and delivering the next level of our technical customer service experience. The Technical Support Center Manager’s responsibilities can generally be categorized into two separate functions which are Technical Account Management and Operations Management.
- Night Shift: 10pm-7am, Sunday to Thursday
- Owns strategic customer oversight and leadership direction within the Customer Service function
- Review and own customer satisfaction metrics as it relates to regionally aligned accounts, INR (Issue not Resolved), CES (Customer Efficiency Score) and OSAT (Overall Customer Satisfaction)
- Participate and present Service Metrics in a QBR as it relates to account performance
- Key member of the extended account management team including professional services, customer success team, sales, and field service
- Lead escalation management activities and coordinate cross-collaboration with a global team to ensure customer satisfaction
- Communicate regular status of customer and product issues to Internal and External clients for escalated events
- Present technical root cause analysis or failure investigations
- Available on an as need basis to investigate and manage escalated customer issues around the clock, including weekends and holidays
- Manage accounts headquartered within the manager’s region along with assigned national accounts
- Owns strategic oversight and leadership direction within the customer service function
- Manage assigned team, including new hire process, promotion of team members, performance management, adherence and address personal employee concerns
- Develops processes and procedures to implement functional Service and Support strategies including applying expertise to increase / improve employee efficiency by providing best practice guidance
- Assesses training needs and ensures all agents are properly trained to support respective product including conducting individual coaching, and professional development as it relates to the customer experience
- Assesses current workflow, providing options and tool sets to recommend and identify areas of improvement and drive for optimization of current or implementation of new or more suitable tools
- Evaluates current resource needs and forecast to ensure adequate supply of candidates that meet current and emerging business needs
- Establishes and communicates processes and goals, reviewing reported results and KPIs to improve productivity, highlight deficiencies, and drive changes in tool, training, process reporting and employee engagement through the development of strategies to further team success
- Motivates a team of technical service representatives, coordinators and supervisors through the creation and implementation of performance coaching, feedback, development planning, retention and incentive programs
- Review customer satisfaction metrics as it relates employee performance, INR (Issue not Resolved), CES (Customer Efficiency Score) and OSAT (Overall Customer Satisfaction)
- Own Service Level metrics which includes Speed of answer, abandonment rate and RONA
- Maintain strong working knowledge of new and existing Pyxis releases / products
- Bachelor’s degree required in account management or operations management.
- Bachelor’s degree in a technical field required. Master’s Degree, a plus.
- A minimum 5 years proven management experience technical support center
- Proven leadership experience in Application/Technical Support Center or a technical environment with an ability to delegate, motivate and train large complex teams
- Flexibility managing shift coverage in a 24x7x365 on-call operation
- Some travel required, typically 5-10%
- Proficient with Microsoft Office products including: Outlook, Word, Excel, and PowerPoint
- Proven project management and multitasking skills
- Must be flexible in working hours and be available for on-call customer operations support.
Click on apply if this sounds like you!
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
To learn more about BD visit: Skills
Optional Skills
Primary Work Location
MYS Kuala Lumpur - Jalan Kerinchi
Additional Locations
Work Shift Seniority level
- Seniority level Not Applicable
- Employment type Full-time
- Job function Information Technology
- Industries Biotechnology Research, Medical Equipment Manufacturing, and Research Services
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#J-18808-LjbffrClinical Technical Support Specialist
Posted 14 days ago
Job Viewed
Job Description
Clinical Technical Support Specialist page is loadedClinical Technical Support Specialist Apply locations Thailand Pakistan Kuala Lumpur Vietnam Indonesia time type Full time posted on Posted 2 Days Ago job requisition id R-621450Please submit your application as soon as possible, as we reserve the right to close this advertisement at any time.
Cochlear is the global market leader in implant hearing solutions. Cochlear's mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other. A Cochlear Implant is an electronic device that is surgically implanted under the skin near the ear that restores hearing to those who suffer from severe hearing loss. It’s an incredible piece of engineering and the only product in the world that restores a sense through technology. Imagine using your experience to help people around the world to hear again. We can offer a unique opportunity to join Cochlear, an iconic Australian company, leading the world in implantable hearing solutions. Our mission is to help more people to hear.
Job Overview & Purpose
The Clinical Technical Support Specialist role is responsible for ensuring clinical excellence in everyday cochlear implant management and clinical operations across AGM countries, primarily in Pakistan and Sri Lanka. This role conducts comprehensive training sessions for distributor teams, ensuring strict adherence to established clinical and technical protocols, offering both clinical and technical support throughout the implant lifecycle—from candidacy evaluation through post-operative care. It is tasked with remotely providing support and troubleshooting clinical issues, managing escalated clinical and technical concerns, and supporting integrity tests. In addition, the role support country teams in complaints processes and collaborates with clinical leadership to continuously update and implement training materials and clinical protocols.
This is a remote position with the requirement to travel for on-site training sessions and direct distributor engagements regularly preferably based out of Thailand.
AccountabilitiesAccountability 1
- Develops and maintains tools and training materials to assist field teams with troubleshooting and management of cases.
- Conducts and performs product integrity tests for difficult case management in countries.
Key Responsibilities:
Clinical & Technical Support:
- Provide clinical support for cochlear implant management, including candidacy evaluations, surgical preparation, and post-operative care.
- Troubleshoot clinical technical issues remotely, guiding distributors through problem resolution.
- Assist with complaints management by accurately documenting issues and contributing to root cause analyses.
- Serve as the primary contact for handling escalated clinical issues, ensuring timely and effective resolution.
- Coordinate with the customer services team to maintain consistency and excellence in service delivery.
- Support integrity testing processes.
- Deliver regular training sessions to distributor audiologists/mapping clinicians, ensuring they are well-versed in both the clinical aspects of cochlear implants and Cochlear’s product portfolio.
- Work with the AGM Clinical Affairs Manager and APAC Clinical to develop and update training materials and protocols to support distributor education.
Individual contributor:
Work safely, complying with all safety procedures, rules, and instructions; and reporting workplace hazards, incidents, or injuries to manager.
Required Skills
Proven experience in clinical technical support and troubleshooting within the cochlear implant or related healthcare field is an asset.
Solid understanding of cochlear implant technology and clinical protocols—from initial candidacy assessments to post-operative support.
Familiarity with troubleshooting clinical equipment and implant-related software.
Strong ability to meet tight timelines and manage high-demand situations effectively.
Advanced analytical skills with keen attention to detail, along with excellent problem-solving and case management abilities.
Ability to follow established protocols and enforce requirements effectively.
Excellent communication skills, with the ability to explain complex
technical information clearly and concisely.
Demonstrated problem-solving capabilities and a proactive approach to addressing challenges.
Familiarity with Cochlear’s implant portfolio is a bonus.
Candidates must have no travel restrictions to Asia Growth Market countries (including Pakistan and Sri Lanka)
Education
- Bachelor of Audiology or above
Languages
- English - Fluent (Required)
- Urdu - Fluent (Preferred)
Work Experience
3 years hands-on experience managing cochlear implant patients preferred.
Previous experience in customer support or technical support roles is a bonus.
Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry’s best clinical, research and support networks. That’s why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience life’s opportunities.
If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the apply button below.
#CochlearCareers
How we recognise your contribution
We want Cochlear to be a place where our people truly enjoy coming to work. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.
For more information about Life at Cochlear, visit
At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential. We offer flexible working arrangements, and we understand flexibility is not the same for everyone. We're open to a conversation about what flexibility means for you.
Welcome!Our growth is creating great opportunities!
Our team is expanding and we want to hire the most talented people we can. Continued success depends on it. So once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you!
We're the global leader in implantable hearing solutions. We have provided more than 600,000 implantable devices, helping people of all ages to lead full and active lives.
Our MissionWe help people hear and be heard. We empower people to connect with others and live a full life. We help transform the way people understand and treat hearing loss. We innovate and bring to market a range of implantable hearing solutions that deliver a lifetime of hearing outcomes.
#J-18808-LjbffrSoftware Technical Support Specialist
Posted 20 days ago
Job Viewed
Job Description
Job Purpose:
The Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement. In the role of Technical Support Engineer you will be providing telephone and/or Web based support for Kofax products.
Key Responsibilities:
- Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.
- Provide prompt and accurate feedback to customers.
- Effectively communicate complex technical issues to a broad range of customers and departments within Kofax, such as product management, software engineering, sales, and quality assurance.
- Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.
- Take issues elevated from Associate Technical Support Engineers as needed and directed by management.
- Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyze the problem.
- Use approved protocol to communicate with Development engineers on the analysis of software issues.
- Elevate hot fix requests to support managers for processing based on approved protocol.
- Participate in regular support team meetings.
- Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
- Prepare test systems for replication of user issues.
While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.
#J-18808-LjbffrTechnical Support Center Manager
Posted 19 days ago
Job Viewed
Job Description
**Job Description**
We are **the makers of possible**
BD is one of the largest global medical technology companies in the world. _Advancing the world of health_ is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.
**Why Join Us?**
A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.
Become a **maker of possible** with us!
As a Technical Support Center Manager, you will be integrated with a diverse group of leaders across a multi-functional department focused in building and delivering the next level of our technical customer service experience. The Technical Support Center Manager's responsibilities can generally be categorized into two separate functions which are Technical Account Management and Operations Management.
_*Night Shift: 10pm-7am, Sunday to Thursday_
**Responsibilities:**
+ Owns strategic customer oversight and leadership direction within the Customer Service function
+ Review and own customer satisfaction metrics as it relates to regionally aligned accounts, INR (Issue not Resolved), CES (Customer Efficiency Score) and OSAT (Overall Customer Satisfaction)
+ Participate and present Service Metrics in a QBR as it relates to account performance
+ Key member of the extended account management team including professional services, customer success team, sales, and field service
+ Lead escalation management activities and coordinate cross-collaboration with a global team to ensure customer satisfaction
+ Communicate regular status of customer and product issues to Internal and External clients for escalated events
+ Present technical root cause analysis or failure investigations
+ Available on an as need basis to investigate and manage escalated customer issues around the clock, including weekends and holidays
+ Manage accounts headquartered within the manager's region along with assigned national accounts
**Technical Operations Management Duties**
+ Owns strategic oversight and leadership direction within the customer service function
+ Manage assigned team, including new hire process, promotion of team members, performance management, adherence and address personal employee concerns
+ Develops processes and procedures to implement functional Service and Support strategies including applying expertise to increase / improve employee efficiency by providing best practice guidance
+ Assesses training needs and ensures all agents are properly trained to support respective product including conducting individual coaching, and professional development as it relates to the customer experience
+ Assesses current workflow, providing options and tool sets to recommend and identify areas of improvement and drive for optimization of current or implementation of new or more suitable tools
+ Evaluates current resource needs and forecast to ensure adequate supply of candidates that meet current and emerging business needs
+ Establishes and communicates processes and goals, reviewing reported results and KPIs to improve productivity, highlight deficiencies, and drive changes in tool, training, process reporting and employee engagement through the development of strategies to further team success
+ Motivates a team of technical service representatives, coordinators and supervisors through the creation and implementation of performance coaching, feedback, development planning, retention and incentive programs
+ Review customer satisfaction metrics as it relates employee performance, INR (Issue not Resolved), CES (Customer Efficiency Score) and OSAT (Overall Customer Satisfaction)
+ Own Service Level metrics which includes Speed of answer, abandonment rate and RONA
+ Maintain strong working knowledge of new and existing Pyxis releases / products
**Requirements**
+ Bachelor's degree required in account management or operations management.
+ Bachelor's degree in a technical field required. Master's Degree, a plus.
+ A minimum 5 years proven management experience technical support center
+ Proven leadership experience in Application/Technical Support Center or a technical environment with an ability to delegate, motivate and train large complex teams
+ Flexibility managing shift coverage in a 24x7x365 on-call operation
+ Some travel required, typically 5-10%
+ Proficient with Microsoft Office products including: Outlook, Word, Excel, and PowerPoint
+ Proven project management and multitasking skills
+ Must be flexible in working hours and be available for on-call customer operations support.
_At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting._
Click on apply if this sounds like you!
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
To learn more about BD visit: Skills
Optional Skills
.
**Primary Work Location**
MYS Kuala Lumpur - Jalan Kerinchi
**Additional Locations**
**Work Shift**
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
Clinical Technical Support Specialist
Posted 3 days ago
Job Viewed
Job Description
Please submit your application as soon as possible, as we reserve the right to close this advertisement at any time.
Cochlear is the global market leader in implant hearing solutions. Cochlear's mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other. A Cochlear Implant is an electronic device that is surgically implanted under the skin near the ear that restores hearing to those who suffer from severe hearing loss. It’s an incredible piece of engineering and the only product in the world that restores a sense through technology. Imagine using your experience to help people around the world to hear again. We can offer a unique opportunity to join Cochlear, an iconic Australian company, leading the world in implantable hearing solutions. Our mission is to help more people to hear. Job Overview & Purpose The Clinical Technical Support Specialist role is responsible for ensuring clinical excellence in everyday cochlear implant management and clinical operations across AGM countries, primarily in Pakistan and Sri Lanka. This role conducts comprehensive training sessions for distributor teams, ensuring strict adherence to established clinical and technical protocols, offering both clinical and technical support throughout the implant lifecycle—from candidacy evaluation through post-operative care. It is tasked with remotely providing support and troubleshooting clinical issues, managing escalated clinical and technical concerns, and supporting integrity tests. In addition, the role support country teams in complaints processes and collaborates with clinical leadership to continuously update and implement training materials and clinical protocols. This is a remote position with the requirement to travel for on-site training sessions and direct distributor engagements regularly preferably based out of Thailand. Accountabilities
Accountability 1 Develops and maintains tools and training materials to assist field teams with troubleshooting and management of cases. Conducts and performs product integrity tests for difficult case management in countries. Key Responsibilities: Clinical & Technical Support: Provide clinical support for cochlear implant management, including candidacy evaluations, surgical preparation, and post-operative care. Troubleshoot clinical technical issues remotely, guiding distributors through problem resolution. Assist with complaints management by accurately documenting issues and contributing to root cause analyses. Serve as the primary contact for handling escalated clinical issues, ensuring timely and effective resolution. Coordinate with the customer services team to maintain consistency and excellence in service delivery. Support integrity testing processes. Training & Education:
Deliver regular training sessions to distributor audiologists/mapping clinicians, ensuring they are well-versed in both the clinical aspects of cochlear implants and Cochlear’s product portfolio. Work with the AGM Clinical Affairs Manager and APAC Clinical to develop and update training materials and protocols to support distributor education. Team Job
Individual contributor: Work safely, complying with all safety procedures, rules, and instructions; and reporting workplace hazards, incidents, or injuries to manager.
Minimum Key Incumbent Requirements
Required Skills Proven experience in clinical technical support and troubleshooting within the cochlear implant or related healthcare field is an asset.
Solid understanding of cochlear implant technology and clinical protocols—from initial candidacy assessments to post-operative support.
Familiarity with troubleshooting clinical equipment and implant-related software.
Strong ability to meet tight timelines and manage high-demand situations effectively.
Advanced analytical skills with keen attention to detail, along with excellent problem-solving and case management abilities.
Ability to follow established protocols and enforce requirements effectively. Excellent communication skills, with the ability to explain complex
technical information clearly and concisely.
Demonstrated problem-solving capabilities and a proactive approach to addressing challenges.
Familiarity with Cochlear’s implant portfolio is a bonus.
Candidates must have no travel restrictions to Asia Growth Market countries (including Pakistan and Sri Lanka)
Education Bachelor of Audiology or above Languages English - Fluent (Required) Urdu - Fluent (Preferred) Work Experience 3 years hands-on experience managing cochlear implant patients preferred. Previous experience in customer support or technical support roles is a bonus. Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry’s best clinical, research and support networks. That’s why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience life’s opportunities. If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the apply button below. #CochlearCareers How we recognise your contribution We want Cochlear to be a place where our people truly enjoy coming to work. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you. For more information about Life at Cochlear, visit At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential. We offer flexible working arrangements, and we understand flexibility is not the same for everyone. We're open to a conversation about what flexibility means for you.
Welcome!
Our growth is creating great opportunities! Our team is expanding and we want to hire the most talented people we can. Continued success depends on it. So once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you! We're the global leader in implantable hearing solutions. We have provided more than 600,000 implantable devices, helping people of all ages to lead full and active lives. Our Mission
We help people hear and be heard. We empower people to connect with others and live a full life. We help transform the way people understand and treat hearing loss. We innovate and bring to market a range of implantable hearing solutions that deliver a lifetime of hearing outcomes.
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Technical Support Specialist - Malaysia
Posted 3 days ago
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$500M Series E
funding round, led by
General Atlantic . Before this, we’ve unlocked unicorn status following our
Series D
round. We are backed by top-notch investors, including
Sequoia Capital, QIA, Riverwood,
and
Endeavor Catalyst , and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on. Having unlocked unicorn status, Insider was congratulated for becoming one of the only
woman-founded, women-led
B2B SaaS unicorns
in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in
The Top 1% of all software companies worldwide in G2’s 2024 Software Awards , and
named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and
Monday.com
. According to G2’s Spring’24 reports. Insider is also the
#1 G2 Leader in 6+ categories , including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization. When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers. Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading. First things first: What is this role about? You’re probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavoured with the coolest startup jargons. After all, we’re a Sequoia-backed company, with an awarded woman CEO and a team across the globe that takes the word “diversity” very seriously. But that’s exactly why we think that nothing says more than the real experience. We’re underdogs who believe in the power of actions more than anything else. And as a customer-first company, we always walk the extra mile. So we asked our team of Technical Support Specialists (TSS) to tell us what their day-to-day is really like and, in a nutshell, this is what they told us. Role Description As a Technical Support Specialist, you will play a crucial role in the Partner Success Team that owns support processes with our partners using our products and services. To be successful in this role you should be an excellent communicator who also has solid problem-solving skills. Your primary responsibility will be to support seamless experiences to our partners. Your day-to-day responsibilities will include troubleshooting technical issues, finding resolutions for partner requests, reviewing partner queries and finding creative solutions that streamline their requirements, and leveraging your knowledge to help partners get over technical struggles while expanding to the Insider platform. You will also contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings. Another important duty of yours will be meeting important SLAs like response time and the lead time for issue resolutions. What we expect from you?
A university degree in Business, Marketing, Engineering, or related fields 1-2 years experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams Strong communication skills in writing (English) High sense of responsibility and accountability Ability to provide timely responses and follow up systematically A natural problem solver with a positive attitude and love for helping others succeed Good debugging/troubleshooting skills Knowledge of HTML, CSS, or other programming languages is a plus Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?)
Mens sana in corpore sano! You’ll enjoy delicious and healthy lunches, dinners, and afternoon snacks. Plus coffee and tea handy! We offer many hard and soft skills training to help you improve and challenge yourself. You’ll have access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge. You’ll have space to share your skills through training and workshops if you wish. Sharing is caring! We’ll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you want You’ll have a chance to work in an international, diverse, and inclusive environment You’ll be part of an industry that’s shaping the future of customer experiences. Don’t believe us? Just ask Google. Was this position made for you? So let’s talk! We’re curious bugs and can’t wait to get to know you. We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status. Please follow Insider on
LinkedIn ,
Instagram ,
Youtube, and
Medium !
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Technical Support Center Manager
Posted 3 days ago
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Job Description
Join to apply for the
Technical Support Center Manager
role at
BD BD Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Join to apply for the
Technical Support Center Manager
role at
BD Get AI-powered advice on this job and more exclusive features. the makers of possible
BD is one of the largest global medical technology companies in the world. Job Description Summary
Job Description
We are
the makers of possible
BD is one of the largest global medical technology companies in the world.
Advancing the world of health
is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
Why Join Us?
A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.
Become a
maker of possible
with us!
As a Technical Support Center Manager, you will be integrated with a diverse group of leaders across a multi-functional department focused in building and delivering the next level of our technical customer service experience. The Technical Support Center Manager’s responsibilities can generally be categorized into two separate functions which are Technical Account Management and Operations Management.
Night Shift: 10pm-7am, Sunday to Thursday
Responsibilities
Owns strategic customer oversight and leadership direction within the Customer Service function Review and own customer satisfaction metrics as it relates to regionally aligned accounts, INR (Issue not Resolved), CES (Customer Efficiency Score) and OSAT (Overall Customer Satisfaction) Participate and present Service Metrics in a QBR as it relates to account performance Key member of the extended account management team including professional services, customer success team, sales, and field service Lead escalation management activities and coordinate cross-collaboration with a global team to ensure customer satisfaction Communicate regular status of customer and product issues to Internal and External clients for escalated events Present technical root cause analysis or failure investigations Available on an as need basis to investigate and manage escalated customer issues around the clock, including weekends and holidays Manage accounts headquartered within the manager’s region along with assigned national accounts
Technical Operations Management Duties
Owns strategic oversight and leadership direction within the customer service function Manage assigned team, including new hire process, promotion of team members, performance management, adherence and address personal employee concerns Develops processes and procedures to implement functional Service and Support strategies including applying expertise to increase / improve employee efficiency by providing best practice guidance Assesses training needs and ensures all agents are properly trained to support respective product including conducting individual coaching, and professional development as it relates to the customer experience Assesses current workflow, providing options and tool sets to recommend and identify areas of improvement and drive for optimization of current or implementation of new or more suitable tools Evaluates current resource needs and forecast to ensure adequate supply of candidates that meet current and emerging business needs Establishes and communicates processes and goals, reviewing reported results and KPIs to improve productivity, highlight deficiencies, and drive changes in tool, training, process reporting and employee engagement through the development of strategies to further team success Motivates a team of technical service representatives, coordinators and supervisors through the creation and implementation of performance coaching, feedback, development planning, retention and incentive programs Review customer satisfaction metrics as it relates employee performance, INR (Issue not Resolved), CES (Customer Efficiency Score) and OSAT (Overall Customer Satisfaction) Own Service Level metrics which includes Speed of answer, abandonment rate and RONA Maintain strong working knowledge of new and existing Pyxis releases / products
Requirements
Bachelor’s degree required in account management or operations management. Bachelor’s degree in a technical field required. Master’s Degree, a plus. A minimum 5 years proven management experience technical support center Proven leadership experience in Application/Technical Support Center or a technical environment with an ability to delegate, motivate and train large complex teams Flexibility managing shift coverage in a 24x7x365 on-call operation Some travel required, typically 5-10% Proficient with Microsoft Office products including: Outlook, Word, Excel, and PowerPoint Proven project management and multitasking skills Must be flexible in working hours and be available for on-call customer operations support.
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
Click on apply if this sounds like you!
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
To learn more about BD visit: Skills
Optional Skills
Primary Work Location
MYS Kuala Lumpur - Jalan Kerinchi
Additional Locations
Work Shift Seniority level
Seniority level Not Applicable Employment type
Employment type Full-time Job function
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Software Technical Support Specialist
Posted 3 days ago
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GO-A069 Job Location
Level 31 Menara Prestige, No 1 Jalan Pinang, Kuala Lumpur, Job Level
Choose One Category
Technical Support Position Type
Full-Time/Regular Job Purpose: The Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement. In the role of Technical Support Engineer you will be providing telephone and/or Web based support for Kofax products. Key Responsibilities: Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required. Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration. Provide prompt and accurate feedback to customers. Effectively communicate complex technical issues to a broad range of customers and departments within Kofax, such as product management, software engineering, sales, and quality assurance. Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed. Take issues elevated from Associate Technical Support Engineers as needed and directed by management. Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyze the problem. Use approved protocol to communicate with Development engineers on the analysis of software issues. Elevate hot fix requests to support managers for processing based on approved protocol. Participate in regular support team meetings. Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents. Prepare test systems for replication of user issues. While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.
Required Skills
Required Skills and Knowledge: Expert in Software troubleshooting Experience in Database SQL Experience in Window Administrative such as setting up software installation in a window environment Knowledge in Enterprise / Application escalation - Trauma coordination Experience setting up test cases to test various issues Experience with network software diagnostic tools, such as Wireshark and Fiddler. Familiarity with Windows diagnostic tools, such as Process Monitor and Event Viewer. Knowledge of and experience with Microsoft Office (Word, Excel, Visio, PowerPoint Desired Skills and Knowledge: Mobile Device Support VMWare Microsoft IIS SQL Oracle Windows Server Operating Systems Load Balancing Microsoft SharePoint Proprietary Software Support While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.
Required Experience
A bachelor's degree in computer science, computer information systems or related experience. A minimum of 2 to 5 years providing enterprise level technical support experience. Resourceful team player with strong interpersonal skills. Result-oriented with strong problem-solving skills. Kofax, Inc. is an Equal Opportunity Employer, M/F/D/V
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