Description

The Contact Center Support Generalist oversees ASUS’s North American support operations. As a Contact Center Support Generalist, you will provide operational support to both internal teams and outsourced support partners across areas such as program management, performance management, product training, training certification, CRM administration, SOP development and adherence to ASUS best practices.

In this role, you will leverage your operational experience to study, develop, and maintain industry standard best practices that drive continuous improvement and support the achievement of business goals. You will build strategic partnerships across internal and external teams to promote self-sufficient processes, enhance customer satisfaction, and improve the agent experience.  Additionally, you will serve as an escalation point for contact center issues and collaborate closely with key stakeholders to ensure delivery of world-class customer service. The ideal candidate is organized, detail-oriented, and able to thrive in a fast-paced, customer-focused environment.

Essential Duties and Responsibilities:

• Serve as a subject matter expert in technical, procedural, and operational processes for both internal teams and outsourced partners.
• Manage activities related to customer operations, including the development, implementation, and maintenance of policies, training, procedures, and information workflows.
• Establish and support performance and service standards to ensure productivity, quality, and SLA goals are met or exceeded.
• Produce internal and external reports by gathering, analyzing, and summarizing data from cross-functional departments.
• Create, update, and enhance supporting documentation including SOPs, process maps, knowledge content, and presentation materials.
• Coordinate and collect essential NPI (New Product Introduction) information from cross-functional teams to support product launches.
• Develop, maintain, and improve NPI processes, documentation, and training materials.
• Evaluate and monitor top contact drivers for NPIs and collaborate with teams to reduce customer friction points.
• Support and maintain contact center related invoice procedures.
• Request, manage, and maintain user system accounts and system access.
• Facilitate discussions, alignment, and issue resolution between cross-functional teams.
• Prepare presentation materials and reports for team-level and executive-level audiences.
• Maintain reliable attendance and punctuality.
• Perform other duties as assigned

Required Qualifications:

Education

• BA/BS in Business Administration OR equivalent work experience in related field.

Work Experience

• Minimum 1 year of experience in contact center operations.
• Minimum 1 year of experience in account management or project management.

Knowledge and Skills

• Proactive, self-directed, and able to work effectively both independently and in team settings.
• Experience collaborating with cross-functional teams in a dynamic environment.
• Proficiency in Microsoft Office Suite, including Excel and Visio.
• Strong organizational skills with a high sense of ownership and accountability.
• Ability to thrive in a fast-paced, rapidly evolving corporate environment requiring flexibility.
• Strong analytical skills with the ability to translate insights into actionable recommendations.
• Excellent written and verbal communication skills in English.
• Flexibility in scheduling to meet the needs of contact centers and internal teams.

Preferred Qualifications:

• Experience working with consumer technology products and markets.
• Familiarity with contact center invoicing procedures.
• Written and verbal communication skills in Mandarin

Working Conditions:

• Primarily office-based work environment.
• Requires extended periods of sitting, computer use, and operation of standard office equipment.

$75,000-$85,000 annually is the estimated pay range for this role working in the Fremont, California office. This does not include bonuses, medical, dental, vision, life insurance, AD&D insurance, Paid Time Off, EAP, and 401(k). The final amount will be determined based on the qualifications and experience of the candidate relative to the role.

ASUS is an equal employment opportunity employer. The Company makes employment decisions without regard to race, color, religion, sex, gender, pregnancy/ breastfeeding, medical conditions related to pregnancy or childbirth, sexual orientation, age, national origin or ancestry, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, as well as any other characteristic protected by law, regulation or local ordinance, and strives to comply with all applicable laws on the subject. These employment decisions extend to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, pay and other forms of compensation, training and other terms and conditions of employment.