Global Operations Support (Multiple Roles)

Global Support Analyst I (Temporary, Part-Time)

Role Overview:

Provide exceptional customer service by responding to inquiries via email and support systems using established resources and knowledge-base content. You’ll work closely with internal teams to ensure timely, accurate responses and support ICANN’s global constituency.

Key Responsibilities:

• Respond to customer service inquiries using pre-written responses.
• Handle basic inquiries with minimal assistance.
• Consistently work on and handles cases systematically as they arrive in the queue.
• Collaborate with ICANN staff to resolve inquiries.
• Manage opens cases and follows up to ensure cases are resolved within defined Service Level Targets (SLTs).
• Perform against set KPIs such as customer service satisfaction scoring received through survey feedback.
• Perform ...