ASUS is looking for a Contact Center Support Generalist to oversee our North American support operations. In this role, you will provide operational support to internal teams and outsourced partners through program management, performance management, product training, CRM administration, and SOP development.

What You'll Do

Serve as a subject matter expert in technical, procedural, and operational processes for internal teams and outsourced partners.
Manage customer operations activities, 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.

What We're Looking For

BA/BS in Business Administration OR equivalent work experience in a related field.
Minimum 1 year of experience in contact center operations.
Minimum 1 year of experience in account management or project management.
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 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.

Nice to Have

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

Technical Stack

Microsoft Office Suite, including Excel and Visio

Benefits & Compensation

Competitive salary: $75,000-$85,000 annually
Medical, Dental, and Vision insurance
Life insurance and AD&D insurance
Paid Time Off
Employee Assistance Program (EAP)
401(k) plan

Work Mode

This position is onsite and based in our office in Fremont, California.

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.