Zendesk Administrator (Porto)

Nextlane
4100 Porto

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Detalhes da oferta

Há 19 horas

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About Us

At Nextlane, we don’t just develop software solutions – we create the future of the automotive industry.

We are a company that combines advanced technology with a clear vision: simplifying and digitizing every step of the automotive customer journey, empowering manufacturers and dealerships to thrive in a constantly evolving market.

We believe in the value of every team member, offering opportunities for you to develop and contribute to meaningful solutions.

So… What does it mean to be a #Nextlaner?

Be part of a growth-oriented culture.

Collaborate with colleagues from all over the world.

Believe in the Power of ideas and the diversity of thought.

Be committed to provide an environment where you can learn, grow, and collaborate on projects that make a global impact.

Our success is measured not just by results, but also by the growth and satisfaction of those who are part of our company.

At Nextlane, you’ll have the opportunity to innovate, push boundaries, and work on solutions that are transforming the automotive world.

Your Responsibilities:

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
A significant aspect of the role involves supporting a transformation from regional structures with individual workflows to a standardized approach across all regions.
Experience with transformation projects would be valuable.
Additional bonus qualifications include 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 escalate to the Senior Administrator when needed

Monitor platform health and proactively flag configuration risks or data quality issues

️‍️ What We're Looking For:

Experience: 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.
Jira

Languages: Fluent in English (C1). Knowledge of additional European languages — Dutch, French, Spanish, or Portuguese — is a strong plus.

Communication: Strong communication skills, both verbal and written.

Technical Skills: 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.

Interpersonal Skills: 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 who is willing to learn and take ownership of platform quality. Strong communicator who can translate technical changes into clear explanations for non-technical stakeholders.

Our Recruitment Process:

15-minute introductory call with our Talent Acquisition Specialist.

Interview with the VP CS and a member of the Support Operations team
Interview with CS Senior Manager

What We Offer:

We understand that flexibility and trust are essential for our teams. Here are some of the benefits we offer:

Hybrid Work: 2 days on site and 3 days remotely.
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 24th or 31st December off.
️ Language Training: Access to group classes in Spanish, English, or French.
️ Private Medical Insurance: Multicare coverage.
Teambuilding: Join us for memorable afterworks 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!

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