Junior Support Analyst – Scheduling

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Engage in proactive and reactive outreach to customers via phone, WhatsApp, and email to arrange and confirm services.

• Coordinate installations, preventive and corrective maintenance, as well as removals and replacements of tracking equipment.

• Daily organize and update the schedules of field technicians, assigning appointments according to availability, region, and priority.

• Confirm appointments ahead of time to minimize no-shows and the need for rescheduling.

• Reschedule appointments when necessary, ensuring customers are kept informed of any changes.

• Document all appointment-related information within the company’s internal systems.

• Oversee the status of appointments throughout the day, monitoring for delays, cancellations, and service completions.

• Assist field technicians during scheduled activities by facilitating route adjustments and new bookings.

• Maintain continuous communication with installation, supervisory, and other pertinent teams.

• Give priority to emergency appointments, rearranging schedules as required by operational needs.

• Confirm customer registration details prior to service delivery.

• Advise customers regarding appointment times, necessary documentation, and service procedures.

• Track scheduling-related metrics, including completed appointments, rescheduled ones, cancellations, and overall productivity.

• Generate basic tracking reports upon request from management.

• Ensure courteous, prompt, and professional service throughout the scheduling process.

• Adhere to internal protocols for information recording and standardized customer service.

⛳️ Requirements

• Proven experience in customer service via phone, WhatsApp, and email.

• Familiarity with appointment scheduling and calendar management practices.

• Intermediate proficiency in Excel, including the use of spreadsheets, filters, data organization, and basic formulas.

• Knowledgeable in Outlook with the capability to quickly learn ERP, CRM, and internal systems.

• Strong typing skills, along with excellent organizational abilities and attention to detail.

• Capacity to prioritize appointments based on urgency.

• High school diploma is required.

🏝️ 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