Global Support Analyst

INTERNET CORPORATION FOR ASSIGNED NAMES AND NUMBERS; Kenangan; On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Global Support Analyst to provide exceptional customer service through phone and email support. This entry-level position offers a pathway to professional growth within a collaborative environment. You will be responsible for managing customer inquiries, collaborating with internal teams, and ensuring high-quality case handling. If you thrive in a fast-paced setting and are passionate about delivering outstanding support, this role is perfect for you. Join a team that values customer satisfaction and continuous improvement, and take the next step in your career with this exciting opportunity.

Qualifications

• 2+ years of experience in Customer Support or Administration.
• Fluency in English, both written and spoken, is required.

Responsibilities

• Assist customers through phone and email support.
• Manage cases and ensure resolution within defined targets.

Skills

Customer Support

Verbal Communication

Written Communication

Analytical Skills

Problem-Solving

Attention to Detail

Multi-tasking

Adaptability

Customer Service Orientation

Education

Bachelor’s Degree

Tools

Salesforce

Microsoft Office (Word, Excel)

Jira

Smartsheet

Google Workspace

Slack

Zoom

Job description

The Global Support Analyst assists ICANN customers through phone and email support, and provides assistance to internal departments as needed. The Analyst researches and creates responses for customer inquiries and works on additional projects and administrative tasks as assigned. This is an Entry Level role to a professional career progression.

Key Responsibilities & Duties:

• Answers customer service phone calls 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
• 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 of case assignment between team members across all offices and time zones as required
• Supports internal stakeholders as needed
• Offers recommendations to streamline business processes and improve efficiency
• Works on special projects and assignments as needed, and performs routine assignments using existing procedures
• Other duties as assigned or requested

Required Knowledge, Skills, and Abilities (KSAs):

• Broad knowledge and previous experience in providing Customer Support via email or ticketing system and by phone or with call center experience
• Excellent verbal and written communication skills
• Uses existing procedures to solve standard problems; analyzes information and standard practices to make judgments
• Demonstrated ability to interact professionally with a diverse group/executives/customers/ managers/subject matter expert
• Exceptional attention to detail
• Highly organized with the ability to multi-task
• Strong analytical and problem-solving skills
• Contributes to a professional, collaborative and rewarding work environment
• Very customer service oriented; considerate and friendly demeanor towards customers
• Ability to quickly adapt to new technologies, as well as organizational and procedural changes
• Ability to develop and refine new procedures
• CRM software (Salesforce preferred) or helpdesk ticketing system and Microsoft Office Word and Excel(intermediate level) experience required
• Experience with Jira, Smartsheet, Google Workspace, Slack and Zoom is a plus but not required

Education and Experience Requirements:

● Bachelor’s Degree preferred

● Minimum of two (2) years of experience or equivalent in Customer Support, or Administrative experience in a corporate environment required; Minimum 4 years’ experience if no degree

● Two (2) years of multi-channel support experience preferred

● Background in data analytics is a plus, but not required

● Fluency, both written and spoken, in English is required