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.

Candidate will be required to work 5 days per work (inclusive of weekends and Public Holidays) and commit to the whole 6 months duration from April to Oct 2026.

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
• Education and Experience

Education and Experience Requirements:

• 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 of four (4) years of experience if no degree
• Minimum of two (2) years of multi-channel support experience preferred
• Background in data analytics is a plus, but not required