Zendesk Administrator - Global Ops & Insights

Nextlane; Porto; Híbrido; EUR 42 000 - 60 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work: 2 days on site, 3 days 0-

Annual payments: 14 payments per year

Meal voucher: €10.20 per working day

Vacation: 23 vacation days, plus 24–31

Language training: Spanish, English,或法

Private medical insurance: Multicare

Teambuilding: team activities

Resumo da oferta

Nextlane is seeking a skilled Zendesk Configuration & Administration professional to optimize and standardize Zendesk across regions. You will manage triggers, automations, views, ticket fields, and user access while building Zendesk Explore dashboards for key metrics.

You will work with cross-functional teams to drive process improvements, guide knowledge base evolution, and support a scalable, auditable Zendesk environment across regions. Hybrid work option available.

Qualificações

• 3–5 years of Zendesk administration or support operations experience.
• Experience with multi-region environments.
• Fluent in English; knowledge of other European languages a plus.
• Hands-on experience with triggers, automations, macros, views, forms, and ticket fields.
• Experience building dashboards/reports in Zendesk Explore; familiarity with Guide and Jira integrations.
• Certification is advantageous but not required.

Responsabilidades

• Maintain and optimize core Zendesk settings across regions.
• Standardize the multi-region environment and ensure consistency in configuration and data capture.
• Configure and improve ticket routing, queue visibility, escalation workflows, and agent productivity settings.
• Manage user profiles, groups, roles, and access permissions.
• Document configurations, changes, and best practices to support a well-maintained, auditable environment.
• Support transformation from regional structures to a standardized approach across regions.
• Troubleshoot Zendesk configuration issues and resolve agent-facing problems promptly.

Conhecimentos

Zendesk administration

Multi-region experience

Data analysis

English fluency

Communication skills

Problem-solving

Ferramentas

Zendesk Support

Zendesk Explore

Zendesk Guide

Jira integrations

APIs

Descrição da oferta de emprego

Nextlane is seeking a skilled Zendesk Configuration & Administration professional to optimize and standardize Zendesk across regions. You will manage triggers, automations, views, ticket fields, and user access while building Zendesk Explore dashboards for key metrics.

You will work with cross-functional teams to drive process improvements, guide knowledge base evolution, and support a scalable, auditable Zendesk environment across regions. Hybrid work option available.