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Customer Support Analyst

Description

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

We're looking for a sharp and passionate Customer Support Data Analyst to join our top-notch Customer Support and Business Analytics teams. Using your technical and analytical skills, your mission will be telling the story behind the numbers, understand why people contact us, and how our game affects each and every one of them.

Responsibilities

• Ad-hoc in-depth analysis of customer support correspondence
• Responsible for daily customer-production monitoring and analysis
• Analyze tens of thousands of free text messages
• Analyze live data to provide live updates and feedback
• See beyond numbers and help to inform, influence and support our business decisions
• Provide actionable recommendations and conclusions from support data to shape features, game economies and future product road-maps
• Build, monitor and improve Customer Support flows
• Build and maintain reports, dashboards, and metrics to monitor user inquiries and agent performance
• Work closely with the Support, Monetization, Economy and Product teams
• Be on the cutting edge of analysis, leveraging our data sources to propose new ideas that you’ll then see implemented

Requirements

• 3 years of experience as a Data Analyst
• Experience with free text analysis - an advantage
• Strong SQL with experience in querying large, complex data sets
• BSs/BA in highly quantitative field such as mathematics / Industrial Engineering / Economics / Statistics or equivalent
• Outstanding analytical & technical skills
• Experience with Python
• Strong Excel skills
• Expert at data analysis and visualization like Excel, Looker or Tableau
• Previous experience as a product analyst in the games industry – advantage

Benefits