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 services.

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

• Organize and refresh the daily schedules of field technicians, allocating service appointments based on availability, region, and priority.

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

• Adjust appointments as needed, keeping customers updated on any modifications.

• Document all service-related information in the company’s internal systems.

• Oversee service status throughout the day, monitoring for delays, cancellations, and completion of services.

• Assist external technicians as they follow their schedules, helping with route modifications and new assignments.

• Maintain constant communication with installation teams, supervisors, and other departments involved in service delivery.

• Give priority to emergency service requests, rearranging the schedule based on operational requirements.

• Verify customer registration details prior to service execution.

• Provide customers with information on appointment timings, necessary documents, and service protocols.

• Track metrics related to scheduling, rescheduling, cancellations, and overall productivity.

• Compile basic follow-up reports upon request from management.

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

• Adhere to internal procedures for documentation and standardization of services.

⛳️ Requirements

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

• Familiarity with appointment scheduling and management of calendars.

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

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

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

• Capability to prioritize service requests based on urgency.

• High school diploma is required.

🏝️ 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)