Junior Support Analyst – Scheduling
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Job Description
Analista de Suporte agendando instalações e manutenções para a plataforma latino-americana de IoT e rastreamento veicular da Maxtrack. Organizando técnicos, clientes e indicadores operacionais.
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 tracking equipment.
- Organize and update the field technicians’ schedules daily, assigning service 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 any changes.
- Record all service information in the company’s internal systems.
- Monitor service 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 assignments.
- Maintain ongoing communication with installation teams, supervisors, and other departments involved.
- Prioritize emergency service requests, reorganizing the schedule according to operational needs.
- Verify customers’ registration details before the service is performed.
- Send customers guidance on appointment times, required documents, and service procedures.
- Monitor metrics related to scheduling, rescheduling, cancellations, and productivity.
- Prepare basic follow-up reports when requested by management.
- Ensure courteous, efficient, and professional service throughout the scheduling process.
- Follow internal procedures for information recording and service standardization.
Requirements:
- Experience providing customer service by phone, WhatsApp, and email.
- Knowledge of appointment scheduling and calendar management.
- Intermediate Excel skills, including spreadsheets, filters, data organization, and basic formulas.
- Knowledge of Outlook and ability to work with ERP, CRM, or internal systems.
- Good typing skills, organization, and attention to detail.
- Ability to prioritize service requests according to urgency.
- High school diploma.
Benefits:
- Salary advance
- Medical insurance
- Dental insurance
- Pharmacy discount program
- Life insurance
- Meal/food allowance
- Wellhub (formerly Gympass)
- Zenklub
- Profit-sharing bonus
- Company-issued mobile phone
- Educational Incentive Program
- OnHappy (travel discount platform)
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