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Customer Service Analyst, Los Angeles California, United States

11:42:00 AM
Tracking Code 213692-025 Job Description
If you are an inquisitive, analytical, problem solver who loves learning new things and has the tenacity to get things done, this might be the job for you!
  • At ICANN, you have the opportunity to be part of a globally impactful, pioneering organization. This is a great opportunity for college graduates who are looking for a foot in the door as well as experienced customer service agents who want to step outside of the traditional call center box. The Customer Service Analyst is a member of ICANN's Customer Service Team. This position will report to a Manager and will be responsible for responding to customer service inquiries and executing a broad array of processes.
Specific Duties (include, but not limited to):
  • Respond to customer service requests using documented knowledge articles and approved responses in the Customer Service Knowledge Base
  • Research responses for previously unanswered customer service questions·
  • Collaborate with ICANN staff, customers, and the public community to resolve customer service inquiries and requests
  • Contribute to a fun, collaborative and rewarding work environment.
  • Manage in progress cases and follow up to ensure cases are resolved within defined SLAs
  • Support other members of the gTLD team as needed
  • Assist in administrative tasks as requested
ICANN is an unusual global organization. It is based on a multi-stakeholder concept that brings interested voices around the world into the bottom-up policy-making process for the Internet's domain name system. You can find more about us at http://www.icann.org.
There is no typical ICANN employee.
  • Our staff has a wide range of backgrounds and working styles, with many working remotely, and we have offices in Europe and the United States. We are expanding and changing rapidly with plans to open offices in Singapore and Istanbul before our fiscal year end. Most ICANN employees own their own projects, work closely with executive management and enjoy a rich benefits plan. Come work with the people who are shaping the future of the Internet!
Required Skills
  • Excellent verbal, written, and listening communication skills.
  • Good interpersonal skills and ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
  • Strong analytical and problem-solving skills.
  • Ability to thrive in a fast paced, complex, team environment.
  • Ability to adapt to new technologies and organizational and procedural changes.
  • Detail-oriented and organized with the ability to multi-task.
  • Proficient in the use of Microsoft Office, Adobe Acrobat, and other standard productivity software.
  • ICANN values diversity and gives preference to candidates with demonstrated skills in languages in addition to proficient written and spoken English.
  • Understanding of ICANN structure and gTLD program and services
  • Detailed knowledge in multiple areas of ICANN and the gTLD program.
  • Understanding of DNS, root zone, and the Internet.
  • Knowledge of ICANN departments, functions, services
  • Proficient knowledge of gTLD program processes
  • Experience with both Mac and PC is a plus.
  • Prior experience with CRM software or helpdesk ticketing system (Salesforce, Request Tracker, Remedy, Track-it) is a plus.
Required Experience
College degree or related business discipline.
  • 2-4 years experience in a customer service or technical support role
ICANN is an Equal Employment Opportunity Employer and does not discriminate based on race, color, religion, national origin, ancestry, citizenship, marital status, veteran status, physical or mental disability, sex, sexual orientation,
  • age or other protected characteristics and complies with all applicable laws and regulations.
Salary commensurate with experience and qualifications. ICANN offers a competitive benefits package, including a retirement savings plan and also employer-paid medical, dental, vision, disability and life insurance.
All resumes should accompany a well written cover letter (first impressions are everything). Tell us why you are the best person for the job. Only those with comparable skills will be contacted. No phone calls or email please.
About ICANN: ICANN's mission is to ensure a stable, secure and unified global Internet. To reach another person on the Internet you have to type an address into your computer - a name or a number. That address has to be unique so computers know where to find each other. ICANN coordinates these unique identifiers across the world. Without that coordination we wouldn't have one global Internet. ICANN was formed in 1998. It is a not-for-profit public-benefit corporation with participants from all over the world dedicated to keeping the Internet secure, stable and interoperable. It promotes competition and develops policy on the Internet's unique identifiers. ICANN doesn't control content on the Internet. It cannot stop spam and it doesn't deal with access to the Internet. But through its coordination role of the Internet's naming system, it does have an important impact on the expansion and evolution of the Internet. For more information please visit: http://www.icann.org.

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