Zendesk Tools Analyst

Description

Job Summary: As a Zendesk Tools Analyst, you will administer and evolve the Zendesk platform to ensure operational efficiency and continuous improvement of support workflows. Key Highlights: 1. Administer and evolve the Zendesk platform 2. Continuously improve customer support workflows 3. Enhance operational efficiency and deliver a positive user experience As a **Zendesk Tools Analyst**, you will administer and evolve the Zendesk platform, ensuring operational efficiency, platform stability, and continuous improvement of support workflows—directly contributing to SLA performance, productivity, and customer experience. **ABOUT AZUL ACCOUNT** Azul Account is driven by the belief that every entrepreneur deserves to succeed. Despite their demanding daily responsibilities, we want every small business owner to have time to focus on what they dreamed of when starting their company. That’s why we leverage technology to build a cloud-based platform where entrepreneurs—and their accountants—can easily access everything they need, in real time. We seek people who are motivated by this purpose. If this resonates with you, join us! **ABOUT THE TEAM** Our **Innovation & Tools** team plays a leading role in identifying, prioritizing, and continuously evolving the tools and solutions used by the support team—enhancing operational efficiency, delivering a positive internal user experience, and contributing to excellence in customer service. **Responsibilities and Duties** * Administer and directly implement advanced configurations in Zendesk (Support, Guide, Messaging, Explore), including workflows, automations, triggers, macros, permissions, and reports. * Implement improvements to support workflows and business rules. * Monitor daily support metrics (SLA, TMA, FCR, backlog, CSAT, NPS), identify deviations, and propose adjustments. * Optimize queues, ticket routing, and distribution. * Support integrations with internal and external systems, ensuring proper functionality. * Conduct technical testing before publishing new rules and workflows. * Support the creation and maintenance of the knowledge base. * Document workflows, changes, and tool best practices. * Provide technical support to support and operations teams for issues related to the tool. * Contribute data-driven and hands-on suggestions for continuous improvement. **Requirements and Qualifications** REQUIRED * Proven, solid experience administering Zendesk at an advanced level, including practical expertise in customization, reporting, and automation. * Proficiency in API-based integrations. * Experience managing complex support workflows and ticket governance. * Hands-on experience optimizing queues, routing rules, automations, and omnichannel workflows. * Ability to design and execute Zendesk implementation/migration projects. * Knowledge of agile methodologies for executing continuous improvements. * Skill in facilitating meetings, workshops, and collaborative journeys. * Strong verbal and written communication skills. **Additional Information:** **BENEFITS** * **Health Insurance:** Nationwide coverage with no monthly fee or co-payment. Can be extended to dependents (spouse and children), per internal policy. * **Dental Insurance:** Nationwide coverage with no monthly fee. Can be extended to dependents (children and spouse), per internal policy. * **Flexible Benefit:** R$ 1,000.00 per month for education (70% reimbursement on tuition), languages (70%), physical activities, and consultations with psychologists, nutritionists, massage therapists, and physiotherapists (50%). * **Childcare Assistance** for parents with children aged 0–24 months. * **Monthly Home Office Allowance** — Monthly support starting at R$ 150.00 (based on location). * **Home Office Setup Allowance** — One-time payment to cover workstation setup costs. * **Meal and Food Voucher:** Flash card with no payroll deduction. * **Zenklub:** Unlimited access to psychologists, therapists, coaches, and psychoanalysts. The first two sessions each month are free; subsequent sessions cost only R$ 20.00. * **Bonus Program**, based on goal achievement. * **Pharmacy Benefit:** Vidalink app offering 75% subsidy on prescription medications. Can be extended to dependents (children and spouse), per internal policy. * **Extended Maternity and Paternity Leave.** * **Free Sesc Membership**: Benefits extendable to dependents. Membership grants access to numerous activities and services at special rates—including education, sports, leisure, excursions, hotels, cultural programming, dental care, and nutrition. You pay only for the activities you use. * **Transportation and Parking**: Commuter voucher (up to 6% payroll deduction) and free parking at headquarters (Joinville). * **GoGood**: Access to numerous gyms across Brazil with a 50% subsidy for Azuis. Dependents may enroll in the full plan. * **Relocation Assistance**: For all Azuis wishing to live closer to our headquarters, we offer financial support to assist with relocation. Experience Package: * **Baby Blue Time**: Reduced work hours with extra schedule flexibility upon returning from Maternity and Paternity Leave; * **Days Off Experience**: All Azuis with over one year of tenure receive four days off per year; * **Partially Paid Sabbatical**: Eligible Azuis may take time off while receiving an advance stipend; * **Life Insurance**: No payroll deduction; * **Free License to the Azul Account Platform.** And more: * An innovative environment fostering growth, staffed by exceptional professionals and enabling constant learning; * An accessible office designed to stimulate creativity and productivity, with food and beverages available at no cost; * Flexible working hours (Monday to Friday). **Diversity & Inclusion at Azul Account** At Azul Account, we value an inclusive environment where everyone feels respected and where diverse experiences and individual characteristics of each Azul are appreciated. Therefore, we promote diversity throughout our recruitment processes—as a reflection of our belief in integration and appreciation of every person. Feel free to declare your information in the application form. These data are essential to foster an inclusive hiring process and will be used exclusively for this purpose, without any impact during or after the process. **Inside Azul Account** Our teams love sharing knowledge. See what we’re doing here. Visit: https://medium.com/cultura-contaazul https://medium.com/design-contaazul https://engineering.contaazul.com