Customer Care Agent - Guadalajara

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Description and Requirements

"At BMC trust is not just a word - it's a way of life!" We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!  We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! 
Roles and Responsibility:

This position holds key relationships with the BMC Software Customers, BMC Software Partners and Resellers, Customer Support Managers, Customer Contact Centre Team Leader, Customer Contact Centre Manager, Technical Support Analysts, Software Consultants, Developers and Sales Personnel.
  • Answer and route incoming customer calls, e-mail, web-issues to the appropriate product groups.
  • Assist in creating Customer accounts.
  • Assist with updating Customer profile information.
  • Investigates and resolves Customer Care related problems
  • Guides and helps navigate Customers on the web for Customer Care related problems, product information, and services.
  • Expedites and escalates issues when necessary. 
  • Provides a good communication flow, using own language skills where needed.
  • Creates and updates customer queries, accurately recording information, and assuring a prompter resolution.
  • Resolves Customer Care issues for Customers sometimes liaising with other departments.
  • Assign appropriate severity levels to Customer queries or problems.
  • Create and route support cases to the various product support groups.
  • Review and improve individual feedback from the various support system and functions.
  • Provide both written and over the phone Spanish/Portuguese language support and translations for customer support cases.
  • Meet Customer and region service level objectives.
  • Plan and achieve quarterly individual and team key targets.
  • Identify own education and training needs
  • Build a personal development plan with the Team Lead.
  • Provide mentorship and training for new members to the team.
  • Be a knowledge champion by helping improve the quality of Knowledge Base.
  • Utilize the internal BMC systems during the support process and find new, innovative ways to make the process more efficient.
  • Identifies areas of business improvements and thus solving them with minimum direction.
  • Shares knowledge as a process, mentors team members, and invests time in helping the whole team perform better
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 English and Spanish is mandatory with Portuguese being a major plus. 
  • General I.T. knowledge would be an advantage.
Our commitment to you! • BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU! • If after reading the above, You’re Unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas! It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

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