Junior Support Analyst – Scheduling

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

📋 Description

• Initiate and receive communication with customers via phone, WhatsApp, and email to arrange and confirm service appointments.

• Coordinate the scheduling of installations, preventive and corrective maintenance, removals, and replacements of tracking equipment.

• Organize and refresh the daily schedules of field technicians, assigning appointments based on availability, geographical area, and priority levels.

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

• Adjust appointment times as necessary and keep customers updated about any changes.

• Document service details in internal systems.

• Oversee appointment statuses, monitoring for delays, cancellations, and service completions.

• Provide support to field technicians by assisting with route modifications and new scheduling arrangements.

• Maintain consistent communication with installation teams, supervisors, and various departments.

• Give precedence to emergency appointments and rearrange the schedule as per operational requirements.

• Verify the registration information of customers.

• Send instructions regarding appointment times, necessary documents, and procedures.

• Track scheduling and productivity metrics.

• Prepare basic tracking reports.

• Ensure courteous, timely, and professional service delivery.

• Adhere to internal procedures for service recordkeeping and standardization.

⛳️ Requirements

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

• Familiarity with appointment scheduling and calendar management.

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

• Knowledge of Outlook and capability to work with ERP, CRM, or internal systems.

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

• Capability to prioritize appointments based on urgency.

• High school diploma or equivalent.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Pharmacy discount program

• Profit-sharing program

• Salary advance

• Meal allowance

• Life insurance

• Education Incentive Program

• Zenklub

• Company-provided mobile phone

• Onhappy (travel discount platform)

• Wellhub (formerly Gympass)

• Remote work