Global Customer Support Analyst

Job Summary :

The Global Customer 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 procedure

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) :

• 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

Bachelor’s Degree preferred

Minimum of two (2) years of experience or equivalent in Customer Support, or Administrative experience in a corporate environment required; Minimum 4 years’ experience if no degree

Two (2) years of multi-channel support experience preferred

Background in data analytics is a plus, but not required

Language :

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 :

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