Job Summary:
The Customer Support Analyst I (temporary - part-time) assists ICANN customers through email support, and provides assistance to internal departments as needed. The Analyst uses pre-written responses/Knowledge Base articles for customer inquiries
This is an Entry Level, part-time role that provides support to our customers on the weekends (Saturday and Sunday/Public Holidays only). The assignment will be last for 6 months from April to October 2026.
Key Responsibilities & Duties:
- Responds to customer service inquiries using pre-written responses. Handles basic inquiries with minimalassistance.
- 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 satisfactionscoring received through survey feedback
- Performs all case handling and tasks with high quality and in linewith ICANN policies and procedures
- Ensures smooth transfer of case assignment between team membersacross all offices and time zones as required.
- Supports internal stakeholders as needed
- Other duties as assigned or requested
Required Knowledge, Skills, and Abilities (KSAs): (
- Previous experience in providing Customer Support via email or and ticketing system
- Excellent verbal and written communication skills
- Uses existing procedures to solve standard problems analyzesinformation and standard practices to make judgments
- Highly organized with the ability to multi-task
- Strong analytical and problem-solving skills
- Very customer service oriented considerate and friendly demeanortowards customers
- CRM software (Salesforce preferred) or helpdesk ticketing system and Microsoft Office Word and Excel (intermediate level) experience preferred
- Experience with Jira, Smartsheet, Google Workspace, Slack and Zoom is a plus but not required
Education and Experience Requirements:
- Bachelor's Degree preferred
- Experience in Customer Support, or Administrative Services in a corporate environment preferred
- Multi-channel support experience preferred
- Fluency, both written and spoken, in English is required
