Global Support Analyst II

Job Summary:

The Global Support Analyst II assists ICANN customers through phone and email support and provides assistance to internal departments as needed. The Analyst II researches and creates responses for customer inquiries and works on additional projects and administrative tasks as assigned. In addition, the Analyst II independently resolves more complex inquiries, demonstrating expertise in Tier 1, Tier 2 and/or Contracted Party support. This Analyst II builds on prior experience and requires a deeper understanding of the Global Support function. This role operates with increased scope and complexity, contributing as a key resource within the team.

Key Responsibilities & Duties:

· Answers customer service phone calls and cases 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 independently, and more complex inquiries with minimal assistance

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

· Collaborates cross-functionally to resolve inquiries as required

· Manages open 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 superior quality and in line with ICANN policies and procedures

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

Assists Tier 1 with questions pertaining to case assignments that are not predetermined and provides FAQs for responses that are not currently in place.

Offers training to Global Support Analysts I when needed

· Supports internal stakeholders as needed

· Proactive in offering recommendations to streamline business processes and improve efficiency

· Works on special projects and moderately complex 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)

· Advanced 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 experts

· 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 & Experience Requirements:

● Bachelor’s Degree preferred

● Minimum of three (3) 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 three (3) years of multi-channel support experience preferred

● Minimum of two (2) years experience providing support in English (verbally, and in writing) for a global organization

● Background in data analytics is a plus, but not required

● Knowledge of the ICANN organization and the domain name industry highly desired 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 business competency 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.