Customer Support Specialist

1 Month ago • 1 Years +

About the job

2 skills required for this role

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communication

organisational-skills

Job Description

As a Customer Support Specialist at Moon Active, you will be the primary point of contact for players, resolving inquiries and ensuring satisfaction. You'll collaborate with various teams to optimize player experience, analyze player issues to identify trends and offer solutions, create and maintain workflows in the internal knowledge base, lead projects to completion, and identify opportunities for improvement in department KPIs. This role requires strong analytical and organizational skills, proficiency in English and Hebrew, and at least one year of experience in customer support, particularly with knowledge-related tasks. The company emphasizes a data-driven, proactive, and collaborative work environment.

Must have:

1+ year customer support experience
Proficiency in English & Hebrew
Excellent communication skills
Data-driven approach
Problem-solving skills

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Description

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment for millions of active users across the Universe. The company is headquartered in the heart of Tel Aviv.

We're looking for a passionate and skilled Customer Support Specialist to join our dynamic Knowledge team. This team is critical to enhancing our players' experience by analyzing ticket data, building workflows for agents, and sharing feedback analysis with company stakeholders. If you're data-driven, proactive, and thrive in a collaborative environment, we want you to be part of our journey!

Responsibilities

Serve as the point of contact for our players, efficiently resolving inquiries and ensuring customer satisfaction.
Collaborate closely with various teams within the company to optimize the player experience.
Identify, track, and analyze trends in player inquiries and issues, providing proactive resolutions and suggestions.
Create and maintain workflows in the Internal Knowledge Base to ensure accuracy and relevance.
Lead projects from initiation through completion, ensuring timely delivery.
Identify opportunities for improvement and implement strategies and optimizations to enhance department KPIs.

Requirements

A minimum of 1 year in customer support with experience in knowledge-related roles.
Proficiency in English and Hebrew.
Highly customer-focused with excellent communication skills.
Ability to collaborate effectively with various teams.
Proactive, creative, and self-driven attitude.
Strong analytical and organizational skills with a data-driven approach.
Experience using Zendesk, including Explore, or other CRM systems.

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