Global Customer 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