Helix - Customer Care Agent III - Mexico

BMC Helix; Región Centro; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

BMC Helix Education is seeking an Education Customer Care Representative to handle email communications from our Learning customers. You will be the first line of support for Education inquiries, ensuring timely and accurate responses within SLAs and coordinating with multiple teams.

Responsibilities include processing registrations, managing education cases, and maintaining the Service Cloud database, while mentoring newer team members and contributing to process improvements.

Formación

• Experience handling customer inquiries via email or similar channels.
• Familiarity with Learning Management System (LMS) and subscription management workflows.
• Ability to route and escalate requests to appropriate teams to meet SLAs.
• Strong written communication skills and ability to maintain accurate records.

Responsabilidades

• Answer and route incoming customer emails.
• Create and manage education cases in the system.
• Resolve education issues by coordinating with other departments.
• Process student registrations, cancellations, or rescheduling requests.
• Create onboarding documents and set up customer subscriptions in LMS.
• Maintain data in the Service Cloud database and assign priorities.

Conocimientos

Customer service

Email support

Communication skills

Attention to detail

Herramientas

Service Cloud

LMS

Descripción del empleo

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.