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Basic Information

Job Name
Customer Care Agent II
Country
Mexico
State
Jalisco
City
Guadalajara
Date Published
23-Jun-2026
Job ID
63048
Travel
up to 10%
Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

CareerArc Code
CA-OG
#LI-OG1
Hybrid: #LI-Hybrid
This Is Helix. Powered by You.

At BMC Helix, we don’t do ordinary. We’re the AI-native engine behind the world’s most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we’re scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.

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 customers 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. 

  • To provide mentorship and training for new members to the ECC team. 

  • Transaction audits as required. 

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, or contracted, as management may deem necessary. 

 

 

 

 

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. 


Education, Experience and Special Skills 

 

  • Customer service and interpersonal skills. 
  • Problem solving ability. 
  • Ability to learn quickly. 
  • Good Time Management. 
  • Attention to detail and ability to follow procedures. 
  • Team player. 
  • Excellent oral and written communication skills. 
  • Self-motivated. 
  • Fluency in written and spoken English Language is required. 
  • General I.T. knowledge would be an advantage. 


Why Work Here? Because You’ll Matter.​

We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.​

We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same.  Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.​

Make Your Mark At Helix​

If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.​

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 asa 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.
Min salary
60,525

Why Work Here? Because You’ll Matter.​

We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.​

We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same.  Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.​

Make Your Mark At Helix​

If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.​

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 asa protected veteran.  If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.​


Max salary
100,875
Min Salary - NEW
59,250
Max Salary - NEW
98,750