Support Knowledge Specialist

Moon Active, a rapidly growing mobile game company, is seeking a Customer Support Knowledge Specialist to join their Knowledge team in Tel Aviv. This role involves enhancing player experience by analyzing ticket data, building agent workflows, and sharing feedback with stakeholders. The specialist will resolve player inquiries, collaborate with internal teams, identify and analyze player inquiry trends using AI tools, and maintain internal knowledge base workflows. The position requires a data-driven, proactive, and collaborative individual to lead projects and optimize department KPIs.

Must Have

• Serve as point of contact for players, resolving inquiries and ensuring satisfaction.
• Collaborate with studio teams to optimize player experience.
• Identify, track, and analyze player inquiry trends, providing proactive resolutions.
• Leverage AI-driven tools to analyze support data and identify emerging trends.
• Create and maintain workflows in the Internal Knowledge Base.
• Lead projects from initiation through completion.
• Identify improvement opportunities and implement strategies to enhance department KPIs.
• Minimum 2 years in customer support with knowledge-related roles.
• Proficiency in English and Hebrew.
• Highly customer-focused approach with excellent communication skills.
• Experience utilizing AI tools to analyze trends and derive actionable insights.
• 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.

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 Knowledge 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 studio to optimize the player experience.
• Identify, track, and analyze trends in player inquiries and issues, providing proactive resolutions and suggestions.
• Leverage AI-driven tools to analyze support data and identifying emerging trends
• 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 2 years in customer support with experience in knowledge-related roles.
• Proficiency in English and Hebrew.
• Highly customer-focused approach with excellent communication skills.
• Experience in utilizing AI tools to analyze trends and derive actionable insights.
• 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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