Zendesk Administrator (Porto)

Nextlane; Porto; Presencial; 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

Zendesk Configuration & Administration

• Maintain and optimize core Zendesk settings including ticket fields, forms, triggers, automations, views, and macros across all supported regions.
• Work with the Senior Zendesk Administrator to 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 a transformation from regional structures with individual workflows to a standardized approach across all regions. Experience with transformation projects would be valuable.
• Additional bonus qualification: experience with Zendesk AI modules, specifically Ultimate and Zendesk Copilot.

Reporting & Analytics (Zendesk Explore)

• Build and maintain dashboards in Zendesk Explore for key support metrics including ticket volume, backlog, first response time, resolution time, SLA performance, CSAT, and agent activity.
• Ensure data is captured consistently across regions and that reports accurately reflect real‑world support operations.
• Support Support Managers and Operations teams with ad‑hoc reporting and data queries.

Process Improvement & Standardization

• Work closely with Support Operations, Support Managers, IT, and other internal teams to understand operational needs and translate them into practical Zendesk configurations.
• Contribute to the improvement of knowledge base processes (Zendesk Guide) and Help Center content.
• Support the adoption of standard operational definitions across regions, ensuring Zendesk reflects agreed ways of working.

Troubleshooting & Internal Support

• Troubleshoot Zendesk configuration issues and resolve agent‑facing problems promptly.
• Serve as a point of contact for internal Zendesk questions and escalates to the Senior Administrator when needed.
• Monitor platform health and proactively flag configuration risks or data quality issues.

What We’re Looking For

• 3–5 years of Zendesk administration or support operations experience with hands‑on exposure to Zendesk Support configuration. Background in a multi‑team or multi‑region environment is a plus.
• Fluent in English (C1). Knowledge of additional European languages—Dutch, French, Spanish, or Portuguese—is a strong plus.
• Strong communication skills, both verbal and written.
• Hands‑on experience with Zendesk Support: triggers, automations, macros, views, forms, and ticket fields. Experience building dashboards and reports in Zendesk Explore. Familiarity with Zendesk Guide (Help Center) and Jira integrations is helpful. Basic understanding of APIs or integrations is a plus. Zendesk certification is advantageous but not required.
• Detail‑oriented, curious, and well‑organized, with a genuine interest in improving support processes. Comfortable working with both support agents and technical teams. Proactive troubleshooter willing to learn and take ownership of platform quality. Strong communicator able to translate technical changes into clear explanations for non‑technical stakeholders.

Benefits

• Hybrid work: 2 days on site, 3 days remote.
• Annual payments: 14 payments per year (12 monthly payments + 1 summer bonus + 1 Christmas bonus in November).
• Meal voucher: €10.20 per working day.
• Vacation: 23 vacation days, plus 24–31st December off.
• Language training: access to group classes in Spanish, English, or French.
• Private medical insurance: Multicare coverage.
• Teambuilding: opportunities for memorable after‑works and team activities.

Diversity, Inclusion & Belonging

At Nextlane, we are committed to creating a space where everyone feels valued and respected. We firmly believe that diversity in experiences and backgrounds strengthens our culture and drives innovation.

• Support for people with disabilities. If you need any adjustments during the recruitment process, let us know so we can provide the best possible experience.
• Equal opportunities for all: We welcome applications regardless of age, gender, origin, disability, or any other characteristic protected by law.

Join Nextlane and become part of the technological revolution in the automotive industry. Discover why we are a great place to develop your talent!