Position Summary

The Education Customer Care Representative (CCR) is responsible for the answering and processing of all communication from BMC Helix Learning customers (email). The CCR will primarily be the first-contact Support function for Education Enquiries from the customer to BMC Helix. The goal is to support all customer communication according to and within the agreed customer and inter-departmental Service Levels for Education requests.

Essential Job Functions

- Answer and route incoming customer requests as needed.
- Create and look after education cases received through email, or web.
- Resolve customer education issues for customers sometimes liaising with other departments within BMC Helix to assure an accurate and timely resolution and correctly maintain the Service Cloud database.
- Process customer course registrations, cancellations, or rescheduling requests in the system.
- Create subscription onboarding documents, setup customer subscriptions in the Learning Management System (LMS).
- Assign an appropriate severity level and priority to the customer query or problem within the Service Cloud application.
- Meet defined customer and region service level objectives and to plan and achieve the quarterly individual and team key targets.




- Identify own education and training needs and build a personal development plan with manager.
- Provide mentorship and training for new members to the ECC team.
- Perform transaction audits as required.

Key Relationships

This position holds key relationships with the BMC Helix customers, BMC Helix Partners and Resellers, Education Delivery Representatives, Customer Support Managers, Customer Contact Centre Team Leader & Manager, Technical Support Analysts, Software Consultants, Developers and Sales Personnel.

EEOC Statement

Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Helix maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

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📌 Helix - Customer Care Agent III - Mexico (Centro)
🏢 BMC Helix
📍 Centro