Technical Support Analyst - Education

The Education Customer Care Representative (CCR) is responsible for the answering and processing of all phone and electronic communication from BMC Education customers. The CCR will primarily support the first-contact Support function for Education Enquiries from the customer to BMC. 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 telephone calls as needed. Create and look after education cases received through phone, email, or web. Resolve customer education issues for customers sometimes liaising with other departments within BMC 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.

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