Position Description

Global Support Analyst I
Primary Location Los Angeles
Possible Hiring Locations Los Angeles
Department 0830 - Global Support
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Position Summary: 


The Global Support Analyst I assists our customers through phone and email support, as well as provides assistance to other departments with gTLD related processes as needed. Researches and creates responses for Customer inquiries. The Global Support Analyst I works on additional projects and administrative tasks as assigned.


Key Responsibilities:

  • Responds to customer service requests using documented knowledge articles and approved responses in the Global Support Knowledge Base.
  • Researches responses for previously unanswered customer service questions.
  • Collaborates with ICANN staff, customers, and the public community to resolve customer service inquiries and requests.
  • Contributes to a fun, collaborative and rewarding work environment.
  • Manages in progress cases and follows up to ensure cases are resolved within defined Service Level Targets.
  • Supports other members of the gTLD team as needed.
  • Assists with administrative tasks as requested. Works on special projects and assignments as needed.


Required Skills:


  • Broad knowledge and experience in: Previous experience in providing Customer Service/Customer Support (minimum of 2 years preferred) Multichannel Support 
  • Excellent skills in: Verbal and written communication
  • Demonstrated ability to: Interact professionally with a diverse group/executives/customers/managers/subject matter experts; Able to quickly adapt to new technologies and organizational and procedural changes; Able to quickly develop and refine new procedures; Detail oriented and organized with the ability to multi-task; Strong analytical and problem-solving skills 
  • General knowledge of: CRM software or helpdesk ticketing system, Microsoft Office, Adobe Acrobat, standard Productivity Software 
  • Bi-lingual a plus


Required Experience:


  • College degree or related business discipline
  • Years of experience: minimum of 2 years in a Customer Support role


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