Helix - Customer Care Agent III - Mexico

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 subscriptio...