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 team members across all offices and time zones as required.
- Support internal stakeholders as needed.
- Other duties as assigned or requested.
Ideal For: Entry-level professionals with strong communication skills, keen eye for detail and customer service orientation.
Operations Specialist Full-Time (Temporary)
Role Overview:
Coordinate and administer operational processes to ensure efficient execution of services. You'll communicate with ICANN's contracted parties, support case tracking, and help monitor performance metrics.
Key Responsibilities:
- Case management and case monitoring and closing within defined service levels:
- Monitor, update and respond to cases.
- Communicate with applicants and/or ICANN's contracted parties worldwide (gTLD registry operators and ICANN-accredited domain name registrars), as well as internal subject matter experts, to obtain or provide required information.
- Update data within the system of record.
- Ensure service levels and contractual performance indicators are met.
- Track and communicate the status of work assigned to employee and/or vendors.
- Detect exceptions and notify management in a timely manner.
- Track and report on service metrics on a weekly, monthly, annual and ad hoc basis.
- May contribute to team and cross-functional projects by providing assigned deliverables in a timely and high-quality manner.
- Execute moderately complex, pre-defined processes and services.
- Identify opportunities for procedural improvements and support process improvement initiatives.
- Perform research regarding moderately complex issues and propose solutions.
- Perform data validation tasks against data input by you or others.
- Ensure individual work products adhere to ICANN policies and procedures.
- Create and generate reports to inform management of progress.
- Develop subject matter expertise in the areas of responsibility assigned to you.
- If assigned, manage vendors, vendor work products and vendor invoice verifications, and maintain productive vendor relationships.
- Other duties as assigned or requested.
Ideal For: Candidates with operational experience, strong analytical skills, keen eye for detail, and the ability to work across teams.
Operations Specialist Part-Time (Temporary)
Role Overview:
Similar to the full-time Operations Specialist, this part-time position focuses on weekend and holiday support. You'll be instrumental in ensuring cases are managed accurately and processes run smoothly outside regular business hours.
Key Responsibilities:
- Case management and case monitoring and closing within defined service levels:
- Monitor, update and respond to inquiries.
- Communicate with applicants and/or ICANN's contracted parties worldwide (gTLD registry operators and ICANN-accredited domain name registrars), as well as internal subject matter experts, to obtain or provide required information.
- Update data within the system of record.
- Ensure service levels and contractual performance indicators are met
- Track and communicate the status of work assigned to employee.
- Detect exceptions and appropriately escalate in a timely manner.
- May contribute to team and cross-functional projects by providing assigned deliverables in a timely and high-quality manner.
- Execute simple to moderately complex, pre-defined processes.
- Identify opportunities for procedural improvements.
- Perform research regarding moderately complex issues.
- Perform data validation tasks against data input by you or others.
- Ensure individual work products adhere to ICANN policies and procedures.
- Create and generate reports to inform management of progress.
- Other duties as assigned or requested.
Ideal For: Candidates seeking flexible, part-time work with operational experience, strong analytical skills, keen eye for detail, and the ability to work across teams.
Why Work With Us
- Impactful work supporting global Internet infrastructure.
- Diverse, collaborative international environment.
- Opportunities for skill development and meaningful contributions.
