Junior Support Analyst – Scheduling
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Job Description
Analista de suporte agendando instalações e manutenções para clientes da Maxtrack, empresa de rastreamento veicular e gestão de frotas. Organizando técnicos, confirmando serviços e monitorando indicadores.
Responsibilities:
- Conduct outbound and inbound contact with customers by phone, WhatsApp, and email to schedule and confirm services.
- Schedule installations, preventive and corrective maintenance, removals, and replacements of tracking equipment.
- Organize and update field technicians’ schedules daily, assigning appointments according to availability, region, and priority.
- Confirm appointments in advance to reduce no-shows and rescheduling.
- Reschedule appointments when necessary, keeping customers informed of changes.
- Record all service-related information in the company’s internal systems.
- Track appointment status throughout the day, checking for delays, cancellations, and service completion.
- Support external technicians during scheduled activities, assisting with route changes and new scheduling arrangements.
- Maintain ongoing communication with installation teams, supervisors, and other departments involved.
- Prioritize emergency appointments, reorganizing the schedule according to operational needs.
- Verify customer information before the service is performed.
- Send customers instructions regarding schedules, required documents, and procedures.
- Monitor scheduling-related metrics, including completed appointments, rescheduling, cancellations, and productivity.
- Prepare basic tracking reports when requested by management.
- Ensure courteous, responsive, and professional service throughout the scheduling process.
- Follow internal procedures for service documentation and standardization.
Requirements:
- Experience providing customer service by phone, WhatsApp, and email.
- Knowledge of appointment scheduling and calendar organization.
- Intermediate Excel skills, including spreadsheets, filters, data organization, and basic formulas.
- Knowledge of Outlook and proficiency with ERP, CRM, or internal systems.
- Strong typing, organizational, and attention-to-detail skills.
- Ability to prioritize appointments based on urgency.
- High school diploma.
- Preferred: knowledge of logistics and field-team routing.
- Preferred: familiarity with Microsoft Teams or Google Workspace.
Benefits:
- Medical insurance
- Dental insurance
- Pharmacy benefits
- Profit-sharing bonus
- Salary advance
- Meal allowance
- Life insurance
- Education Incentive Program
- Zenklub
- Corporate mobile phone
- Onhappy (travel discount platform)
- Wellhub (formerly Gympass)
- Work from home
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