Global Operations Support

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 all case handling and tasks with high quality and in line with ICANN policies and procedures.
Ensure smooth transfer of case assignment between ...