Junior Support Analyst – Scheduling

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

📋 Description

• Engage in both outbound and inbound communication with customers through phone, WhatsApp, and email to arrange and verify services.

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

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

• Confirm appointments ahead of time to minimize no-shows and rescheduling occurrences.

• Adjust and reschedule appointments as necessary, keeping customers updated on any changes.

• Document all service-related data in the company's internal systems.

• Monitor appointment status throughout the day, checking for delays, cancellations, and the completion of services.

• Assist external technicians during scheduled tasks, aiding with route modifications and new scheduling needs.

• Maintain continuous communication with installation teams, supervisors, and other involved departments.

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

• Confirm customer information prior to service execution.

• Provide customers with instructions regarding schedules, required documents, and procedures.

• Track scheduling metrics such as completed appointments, rescheduling, cancellations, and overall productivity.

• Generate basic tracking reports when requested by management.

• Ensure courteous, responsive, and professional service throughout the scheduling workflow.

• Adhere to internal protocols for service documentation and standardization.

⛳️ Requirements

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

• Familiarity with appointment scheduling and calendar management.

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

• Knowledge of Outlook and proficiency in ERP, CRM, or internal systems.

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

• Capability to prioritize appointments based on urgency.

• High school diploma required.

• Preferred: understanding of logistics and routing for field teams.

• Preferred: experience with Microsoft Teams or Google Workspace.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Pharmacy benefits

• Profit-sharing bonus

• Salary advance

• Meal allowance

• Life insurance

• Education Incentive Program

• Zenklub

• Corporate mobile phone

• Onhappy (travel discount platform)

• Wellhub (formerly Gympass)

• Work from home