Zendesk Administrator | Porto

Description

Job Summary: Nextlane is seeking a Zendesk Administrator to manage, optimize, and standardize the Zendesk environment across multiple regions, supporting the transformation of regional structures. Key Highlights: 1. Optimize and standardize the Zendesk environment 2. Collaborate with Senior Zendesk Administrator 3. Support transformation and standardization projects Nextlane is recruiting a Zendesk Administrator to join its team in Porto, on a hybrid model with 2 days onsite and 3 days remote per week. Nextlane develops software solutions for the automotive industry, focusing on simplifying and digitizing the customer journey, supporting manufacturers and dealerships in an ever-evolving market. This role will play a key part in administering, optimizing, and normalizing the Zendesk environment across multiple regions, supporting the transformation of regional structures—each with its own workflows—toward a more consistent and standardized approach. **Responsibilities:** Maintain and optimize core Zendesk configurations, including ticket fields, forms, triggers, automations, views, and macros; Collaborate with the Senior Zendesk Administrator to standardize the multi\-region environment; Ensure consistency in configuration and data collection across regions; 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 maintain an auditable environment; Support Zendesk process transformation and standardization projects; Create and maintain dashboards in Zendesk Explore for metrics such as ticket volume, backlog, first response time, resolution time, SLA, CSAT, and agent activity; Ensure consistent data collection across regions and reporting reliability; Support Support Managers and Operations teams with ad hoc reporting and data queries; Collaborate with Support Operations, Support Managers, IT, and other internal teams to translate operational needs into practical Zendesk configurations; Contribute to improving knowledge base processes, Zendesk Guide, and Help Center content; Support adoption of common operational definitions across regions; Resolve Zendesk configuration issues and challenges experienced by agents; Serve as the internal point of contact for Zendesk-related matters; Escalate situations to the Senior Administrator whenever necessary; Monitor platform health and flag configuration risks or data quality issues. **Requirements:** 3–5 years of experience in Zendesk administration or support operations; Practical experience configuring Zendesk Support; Experience with triggers, automations, macros, views, forms, and ticket fields; Experience creating dashboards and reports in Zendesk Explore; Familiarity with Zendesk Guide, Help Center, and integrations with Jira; Jira knowledge; Fluent English (C1 level); Strong oral and written communication skills; Organized, curious, and detail-oriented profile; Genuine interest in improving support processes; Ability to collaborate with support agents and technical teams; Proactive problem-solving ability; Willingness to learn and take ownership of platform quality; Ability to clearly explain technical changes to non-technical stakeholders. **Nice-to-have:** Experience in multi\-team or multi\-region environments; Experience in transformation projects; Experience with Zendesk AI modules, specifically Ultimate and Zendesk Copilot; Knowledge of other European languages, such as Dutch, French, Spanish, or Portuguese; Basic knowledge of APIs or integrations; Zendesk certification. **Recruitment Process:** 15-minute introductory call with Talent Acquisition Specialist; Interview with VP of Customer Success and a member of the Support Operations team; Interview with Senior Customer Success Manager. **Benefits:** Hybrid work model: 2 days onsite and 3 days remote; 14 annual payments, including holiday allowance and Christmas bonus paid in November; Meal allowance of €10.20 per working day; 23 vacation days; Day off on December 24 or 31; Access to group classes in Spanish, English, or French; Private health insurance (Multicare); Team-building activities, afterworks, and team initiatives. **Equality & Diversity:** Nextlane is committed to building an environment where everyone feels valued and respected, believing that diversity of experience and background strengthens company culture and drives innovation. The company supports candidates with disabilities and provides accommodations during the recruitment process when needed. Applications are considered regardless of age, gender, origin, disability, or any other characteristic protected by law.