Global Support Analyst I - Temporary Position, Part-Time

Job description

Job Summary: We are looking for a Global Support Analyst I (temporary - part-time) to assist ICANN customers through email support, and provide assistance to internal departments as needed. The Analyst uses pre-written responses/Knowledge Base articles for customer inquiries. The Global Support Analyst I (temporary - part-time) assists ICANN customers through email support, and provides assistance to internal departments as needed. This is an Entry Level, part-time role that provides support to our customers on the weekends (Saturday and Sunday only). Key Responsibilities & Duties: - Responds to customer service inquiries using pre-written responses. - 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...