Global Support Analyst

Job Summary:

The Global Support Analyst assists ICANN customers through phone and email support, and provides assistance to internal departments as needed. The Analyst researches and creates responses for customer inquiries and works on additional projects and administrative tasks as assigned. This is an Entry Level role to a professional career progression.

Key Responsibilities & Duties:

• · Answers customer service phone calls as they come in during the workday.

• · Responds to customer service inquiries using pre-written responses and drafts responses to internal and external stakeholders with guidance from more senior level staff

• · Handles basic inquiries with minimal assistance

• · Consistently works on and handles cases systematically as they arrive in the queue

• · Collaborates with ICANN staff to resolve inquiries

• · Manages opens cases and follows up to ensure cases are resolved within defined Service Level Targets (SLTs)

• · Performs against set KPIs such as customer service satisfaction scoring received through survey feedback

• · Performs all case handling and tasks with high quality and in line with ICANN policies and procedures

• · Ensures smooth transfer of case assignment between team members across all offices and time zones as required

• · Supports internal stakeholders as needed

• · Offers recommendations to streamline business processes and improve efficiency

• · Works on special projects and assignments as needed, and performs routine assignments using existing procedures

• · Other duties as assigned or requested
  

Required Knowledge, Skills, and Abilities (KSAs): (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)

• · Broad knowledge and previous experience in providing Customer Support via email or ticketing system and by phone

• · Excellent verbal and written communication skills

• · Uses existing procedures to solve standard problems; analyzes information and standard practices to make judgments

• · Demonstrated ability to interact professionally with a diverse group/executives/customers/ managers/subject matter expert

• · Exceptional attention to detail

• · Highly organized with the ability to multi-task

• · Strong analytical and problem-solving skills

• · Contributes to a professional, collaborative and rewarding work environment

• · Very customer service oriented; considerate and friendly demeanor towards customers

• · Ability to quickly adapt to new technologies, as well as organizational and procedural changes

• · Ability to develop and refine new procedures

• · CRM software (Salesforce preferred) or helpdesk ticketing system and Microsoft Office Word and Excel (intermediate level) experience required

• · Experience with Jira, Smartsheet, Google Workspace, Slack and Zoom is a plus but not required

  ● Fluency, both written and spoken, in English is required

• ● ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English

• Working Conditions & Physical Requirements:

• ● Work is performed in a normal office environment with limited privacy and some exposure to background noise

• ● While performing the duties of this job, the employee is frequently required to stand and walk. The employee regularly is required to sit. The employee is frequently required to talk or hear; use hands and arms to reach, handle or feel. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.