Junior Support Analyst – Scheduling
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Job Description
Analista de Suporte JR agendando instalações e manutenções para a Maxtrack, empresa de rastreamento veicular e gestão de frotas. Organizando técnicos, clientes e agendas remotamente.
Responsibilities:
- Make 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 vehicle tracking equipment.
- Organize and update field technicians’ schedules daily, assigning appointments based on 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 appointment information in the company’s internal systems, ensuring that data is always up to date.
- Track appointment status throughout the day, checking for delays, cancellations, and service completion.
- Support external technicians while they carry out their schedules, assisting with route changes and new appointments.
- Maintain ongoing communication with installation teams, supervisors, and other departments involved in the process.
- Prioritize emergency appointments when requested, reorganizing the schedule according to operational needs.
- Verify customer registration information before the service is performed.
- Send customers guidance regarding appointment times, required documents, and service procedures.
- Monitor scheduling-related metrics, such as the number of completed appointments, rescheduled appointments, cancellations, and productivity.
- Prepare basic tracking reports when requested by management.
- Provide courteous, efficient, and professional service, aiming to deliver a positive customer experience throughout the scheduling process.
- Follow the company’s internal procedures for recording information and standardizing service interactions.
- Work at Maxtrack, a company specializing in fleet management, logistics efficiency, vehicle tracking technology, and IoT.
Requirements:
- Experience providing customer service by phone, WhatsApp, and email.
- Knowledge of appointment scheduling and schedule 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 according to urgency.
- High school diploma.
- Knowledge of logistics and routing for external teams is a plus.
- Familiarity with Microsoft Teams or Google Workspace is a plus.
Benefits:
- Medical insurance
- Dental insurance
- Pharmacy benefits
- Profit-sharing bonus (PLR)
- Salary advance
- Meal allowance
- Zenklub
- Education Incentive Program
- Life insurance
- Company-provided mobile phone
- OnHappy (travel discount platform)
- Wellhub (formerly Gympass)
- Remote work / Home office
- Sunday through Friday (6x1 schedule), from 2:00 p.m. to 9:40 p.m.
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