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 agendas de técnicos e acompanhando atendimentos remotamente.
Responsibilities:
- Conduct proactive and reactive customer outreach 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 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 appointment-related information in the company’s internal systems.
- Monitor appointment status throughout the day, checking for delays, cancellations, and service completion.
- Support field technicians during scheduled activities by assisting with route changes and new bookings.
- Maintain ongoing communication with installation, supervision, and other relevant teams.
- Prioritize emergency appointments, reorganizing the schedule as operational needs require.
- Verify customer registration details before service delivery.
- Provide customers with guidance on appointment times, required documents, and service procedures.
- Monitor scheduling-related metrics, including completed appointments, rescheduling, cancellations, and productivity.
- Prepare basic tracking reports when requested by management.
- Ensure courteous, prompt, and professional service throughout the scheduling process.
- Follow internal procedures for information recording and standardized customer service.
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 quickly learn ERP, CRM, and internal systems.
- Strong typing, organizational, and attention-to-detail skills.
- Ability to prioritize appointments based on urgency.
- High school diploma.
Benefits:
- Salary advance
- Medical insurance
- Dental insurance
- Pharmacy discount program
- Life insurance
- Meal or food allowance
- Profit-sharing program
- Wellhub (formerly Gympass)
- Zenklub
- Education Incentive Program
- Company-issued mobile phone
- Onhappy (travel discount platform)
- Remote work
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