Support Knowledge Specialist

Moon Active • Tel Aviv-Yafo, Israel • 4h ago

Support Knowledge Specialist

Customer Relations
Tel Aviv, Israel
Full-time

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 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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