Customer Support Expert

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 Expert to join our dynamic 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

• Act as a point of contact for escalations and provide updates on escalated cases to internal stakeholders.
• Collaborate closely with various teams within the company to optimize the player experience.
• Provide professional and efficient customer support while serving as a point of contact between our teams and our players, ensuring high customer satisfaction.
• Analyze and review internal workflows to identify areas for improvement and implement process optimizations. 
• Analyze customer inquiries and pain points to identify trends and implement solutions.

Requirements

• 2+ years of experience in customer support, with a significant portion specifically dedicated to handling escalations and complex customer issues.
• Fluent English (verbal and written). 
• Highly customer-focused approach with a passion for customer advocacy.
• Highly detailed & data-oriented with strong organizational and multitasking skills.
• Problem-solving skills, with the ability to identify root causes and implement effective solutions.
• AI vast experience: Deep understanding of the AI ecosystem, demonstrated through professional projects, preferably in Support.

Advantages:

• Experience in the gaming industry.
• Experience using Zendesk, including Explore or other CRM systems.
• Fluency in Hebrew.

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