Customer Support Trainer jobs at Moonactive in Israel, Tel Aviv-yafo

• Managing game escalations, including business and technical aspects
• Performing in-depth troubleshooting including analytics events, reading and analyze game logs
• Researching, diagnosing, troubleshooting and identifying solutions to resolve players issues
• Leading game campaigns and technical maintenance events end 2 end
• Managing game releases, including rollouts on Apple/Android platforms, tracking rollout KPIs, crash rates and ANRs
• Providing solutions for complex issues that were escalated by other support levels
• Collaborating with the Business, Operation, Support and R&D teams

• 2+ experience in Tier 2, Technical Support, Production Engineer or similar role
• Proven experience with SQL and data analysis
• Experience with system log analysis (Kibana/Coralogix)
• Experience with observability systems, monitoring and alerting (NewRelic, Datadog etc..)
• Experience working with REST APIs and WebSocket (Postman / hoppscotch)
• Ability to understand flows and provide creative troubleshooting solutions
• Multi-tasker, self-learner, highly motivated and a team player
• Strong capabilities building organized processes and structured formal documentation.
• Excellent verbal communication skills in Hebrew, English and Russian

• Act as the primary contact for IT-related inquiries and resolve technical support requests through in-person interactions, email, and ticketing systems.
• Diagnose and resolve complex hardware, software, multimedia, network, and security issues with advanced troubleshooting.
• Fully support, configure, maintain, and optimize end-user equipment and IT infrastructure, including systems and networks.
• Oversee IT aspects of employee onboarding/offboarding, utilize automation to streamline processes, and manage devices across sites using MDM for synchronization and security.
• Identify urgent technical issues, escalate as necessary, and collaborate with technical teams to ensure effective IT operations.
• Provide clear guidance, training, and support, acting as an internal tech consultant to enhance user experience.
• Implement and maintain IT best practices by evaluating and adopting new technologies to enhance process improvements and IT capabilities.

• At least 2 years of experience in Help Desk or IT Support roles.
• Strong customer-service orientation with exceptional user support skills.
• Excellent communication skills to interact effectively across all organizational levels.
• Proficiency in resolving IT issues for macOS and Windows operating systems, alongside strong familiarity with IT equipment and peripherals.
• Experience with IT management environments such as Jamf, Microsoft Azure, Active Directory, Okta, Microsoft Office 365, and Google Workspace.
• Solid understanding of networking components and infrastructure (LAN/WAN, TCP/IP, DHCP, DNS).
• Strong knowledge of information security principles and best practices.
• A proactive mindset with curiosity and eagerness to learn and integrate new technologies.
• Fluent in Hebrew and English.

• Managing game escalations, including business and technical aspects
• Performing in-depth troubleshooting including analytics events, reading and analyze game logs
• Researching, diagnosing, troubleshooting and identifying solutions to resolve players issues
• Leading game campaigns and technical maintenance events end 2 end
• Managing game releases, including rollouts on Apple/Android platforms, tracking rollout KPIs, crash rates and ANRs
• Providing solutions for complex issues that were escalated by other support levels
• Collaborating with the Business, Operation, Support and R&D teams

• 2+ experience in Tier 2, Technical Support, Production Engineer or similar role
• Proven experience with SQL and data analysis
• Experience with system log analysis (Kibana/Coralogix)
• Experience with observability systems, monitoring and alerting (NewRelic, Datadog etc..)
• Experience working with REST APIs and WebSocket (Postman / hoppscotch)
• Ability to understand flows and provide creative troubleshooting solutions
• Multi-tasker, self-learner, highly motivated and a team player
• Strong capabilities building organized processes and structured formal documentation.
• English - excellent written and verbal communication skill

• Develop and deliver comprehensive training programs for new and existing customer support team members. Ensure training materials are accurate, engaging, and aligned with company processes, tools, and products.
• Plan and conduct training sessions, workshops, and refreshers to continually enhance the technical knowledge and skills of the customer support team.
• Monitor the onboarding process by ensuring new hires are up-to-date with procedures and customer service standards.
• Create engaging and interactive online training materials to improve learning outcomes.
• Assess training effectiveness & needs through evaluations, feedback, analysis of performance metrics & report on training outcomes and team performance to leadership .
• Build specific training plans to address weak areas of knowledge, technical skills, soft skills, and productivity.
• Work directly with our vendors and internal support team to ensure consistent and high-standard training processes.

• 2+ years experience as a trainer, with a strong background in designing and delivering training programs for remote teams
• Demonstrated analytical skills with ability to leverage data for training assessment
• Excellent communication and presentation skills
• Proven ability to create engaging training materials for online delivery
• Strong organizational skills and attention to detail
• Proactive problem-solving approach
• Ability to thrive in a fast-paced, dynamic environment
• High level of English proficiency (written and verbal)

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

• 2+ years of experience in customer support, with a significant portion specifically dedicated to handling escalations and complex customer issues.
• Fluent English and Hebrew speaker (verbal and written).
• Highly customer-focused approach with a passion for customer advocacy.
• Highly detail- and data - oriented with strong organizational and multitasking abilities.
• Problem-solving skills, with the ability to identify root causes and implement effective solutions.

Advantages:

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