Customer Care Agent II (Education Support)

About the role

The Education Customer Care Representative (CCR) joins BMC Helix’s Learning team to be the first point of contact for education‑related enquiries. You will handle email and web requests, manage course registrations, and ensure a smooth experience for our customers.

Key responsibilities

• Answer, route, and resolve incoming education queries via email or web portal.
• Create and maintain education cases in the Service Cloud database.
• Process course registrations, cancellations, and rescheduling requests.
• Set up customer subscriptions and onboarding documents in the Learning Management System (LMS).
• Assign severity and priority levels to each request within Service Cloud.
• Meet regional service‑level objectives and quarterly team targets.
• Conduct transaction audits as required.
• Mentor and train new members of the Education Customer Care (ECC) team.

Required profile

• Strong communication skills and a customer‑focused mindset.
• Ability to work collaboratively with internal departments to achieve timely resolutions.
• Self‑driven attitude toward personal development and training.

Required skills

• Experience with Service Cloud (Salesforce) for case management.
• Familiarity with Learning Management Systems (LMS) for subscription setup.

What we offer

• Opportunity to work with an AI‑native platform serving leading IT organizations.
• Supportive team culture that values curiosity, creativity, and continuous learning.