Job Summary

The Global Support Analyst I assists our customers through phone and email support, as well as provides assistance to other departments with gTLD related processes as needed. Researches and creates responses for Customer inquiries. The Global Support Analyst I works on additional projects and administrative tasks as assigned.

Key Responsibilities & Duties:

• Responds to customer service requests using documented knowledge articles and approved responses in the Global Support Knowledge Base.
• Researches responses for previously unanswered customer service questions.
• Collaborates with ICANN staff, customers, and the public community to resolve customer service inquiries and requests.
• Contributes to a fun, collaborative and rewarding work environment.
• Manages in progress cases and follows up to ensure cases are resolved within defined Service Level Targets.
• Supports other members of the gTLD team as needed.
• Assists with administrative tasks as requested.
• Works on special projects and assignments as needed.
• Other duties as assigned or requested.

Required Knowledge, Skills, and Abilities (KSAs):

• Broad knowledge and previous experience in providing Customer Service/Customer Support.
• Excellent verbal, written, and listening communication skills.
• Demonstrated ability to interact professionally with a diverse group/ executives/customers/managers/subject matter experts.
• Able to quickly adapt to new technologies and organizational and procedural changes.
• Able to quickly develop and refine new procedures.
• Detail oriented and organized with the ability to multi-task; Strong analytical and problem-solving skills.
• General knowledge of CRM software or helpdesk ticketing system, Microsoft Office, Adobe Acrobat, standard Productivity Software.
• Prior experience with CRM software or helpdesk ticketing system (Salesforce, Request Tracker, Remedy, Track-it) is a plus.

Education and Experience Requirements:

• Bachelor's Degree preferred.
• Minimum two (2) years' experience or equivalent in customer support, business operations, business analysis, or administrative experience in a corporate environment.
• Minimum two (2) years' experience preferred in Multichannel Support.

Language

• Fluency in both written and spoken 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:

• Due to limitations caused by the Covid 19 pandemic the position is currently filled as a work from home/remote position but working from the Los Angeles office will be expected in the future.
• 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.