Junior Support Analyst – Scheduling

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

📋 Description

• Engage with customers through outbound and inbound communication via phone, WhatsApp, and email to arrange and confirm services.

• Schedule the installation, preventive and corrective maintenance, removals, and replacements of vehicle tracking systems.

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

• Proactively confirm appointments ahead of time to minimize no-shows and rescheduling instances.

• Manage appointment rescheduling as needed, keeping customers updated on any changes.

• Document all appointment details in the company’s internal systems, ensuring data accuracy and timeliness.

• Monitor appointment status throughout the day, checking for any delays, cancellations, and service completions.

• Assist external technicians during their schedules by facilitating route adjustments and new appointments.

• Maintain continuous communication with installation teams, supervisors, and other relevant departments involved in the process.

• Prioritize emergency appointments as requested, rearranging the schedule according to operational requirements.

• Confirm customer registration details prior to service delivery.

• Provide customers with information regarding appointment timing, required documentation, and service protocols.

• Track scheduling-related metrics, including the number of completed, rescheduled, and canceled appointments, as well as overall productivity.

• Prepare basic tracking reports as requested by management.

• Deliver courteous, efficient, and professional service, striving to create a positive customer experience throughout the scheduling process.

• Adhere to the company's internal procedures for information recording and standardizing service interactions.

• Work at Maxtrack, a company dedicated to fleet management, logistics optimization, vehicle tracking technology, and IoT solutions.

⛳️ Requirements

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

• Familiarity with appointment scheduling and organization of schedules.

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

• Understanding of Outlook and proficiency with ERP, CRM, or similar internal systems.

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

• Ability to prioritize appointments based on urgency.

• High school diploma required.

• Knowledge of logistics and routing for external teams is advantageous.

• Familiarity with Microsoft Teams or Google Workspace is a plus.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Pharmacy benefits

• Profit-sharing bonus (PLR)

• Salary advance

• Meal allowance

• Zenklub

• Education Incentive Program

• Life insurance

• Company-provided mobile phone

• OnHappy (travel discount platform)

• Wellhub (formerly Gympass)

• Remote work / Home office

• Sunday through Friday (6x1 schedule), from 2:00 p.m. to 9:40 p.m.