Customer Support Representative (Contractor)

Who We Are & What We Do

At Helix, our mission is simple: to help everyone improve their lives through their DNA.

Ready to make a real-world impact with your skills? At Helix, we're transforming healthcare by making genomics a standard of care. We partner with health systems and life science companies to accelerate the integration of genomic data into clinical practice. Join us in building a future where healthcare is personalized, proactive, and powered by genomics.

Job Summary

The Customer Support Team is a champion of the end-to-end Helix customer experience.

The Customer Support Representative should have a strong desire to exceed customer expectations, be well informed about Helix products and services, and know how to leverage existing solutions to delight the customer. This person should have the experience and desire to help customers through various communication platforms, including, but not limited to: call center, CRM software, email, and chat solutions to support customer needs or issues to provide or facilitate getting helpful solutions to their problems.

As a Customer Support Representative (Contractor), You Will

• Follow Standard Operating Procedures
• Review and enter data within various internal and external software programs with high degree of accuracy
• Report data within internal and external programs with a high degree of accuracy and specificity
• Identify and correct data entry errors using appropriate quality control methods
• Manage spreadsheets and data record tracking with high degree of reliability
• Maintain HIPAA compliance and high standards of privacy and security when managing sensitive information
• Document customer interactions within our CRM systems or other software programs with a high degree of accuracy and specificity
• Perform customer-facing tasks including phone calls, web inquiries and email communications
• Support multiple products and partner and prioritize based on business needs
• Complete and and assist with quality investigations and complaints
• Work with cross functional teams, including but not limited to security, privacy, quality, bioinformatics, engineering and partner success
  
  

About You

• 4 years of professional experience in quality, customer support or similar roles
• Associates or Bachelors degree preferred or equivalent work experience
• Experience in working with private health/personal information and comfortable working in a regulated environment and thoroughly documenting information
• Experience using CRM, ERP and chat messaging platforms or similar systems and software
• Proficient in computer applications (Including, but not limited to the following: Mac Office Suite, Google Docs, Google Sheets, Office 365, Microsoft Office)
• Analytical skills desired
• Strong verbal and written English communication skills
• Strong data entry and typing skills
• Strong problem solving and reasoning ability as required to perform essential job duties and responsibilities
• Motivated to take on additional projects and learn new skill sets as necessary
• Ability to work successfully in a repetitive and fast paced environment
• Strong ability to adapt to change
• Must have a positive “can-do-attitude”
  
  

Pluses

• Experience in the life science, biotechnology, and or healthcare environment or similar environments
• Experienced in UAT
• English/Spanish translation verbal and written a plus
• Willing to assist others
  
  

Location:

Remote

Customer Support Hours Of Operation

Monday - Friday: 6:00am - 6:00pm (8 hour shifts)

Expected Interview Process

• Recruiter Screen 2) Manager Screen/Tech Screen 3) Onsite 4) Offer
  
  

Expected Pay For This Role: $21 - $27 per hour

What To Expect During Your First 90 Days

• First 30 days: you’ll spend time learning the Helix way, completing training and onboarding for your roles, and getting introduced to your team and relevant stakeholders. You’ll also gain a deeper understanding of our customers, our products, the impact we make in the lives of our communities, and how to thrive at Helix through participation in Helix U.
• Day 30 - 60: you’ll spend time contributing to projects, deeply familiarizing yourself with team and company processes, and developing a deeper understanding of Helix’s products, services and capabilities.
• Day 60 - 90: you’ll build your OKRs with your manager, start to take ownership of projects and initiatives on your team, and begin to demonstrate your impact on the Helix mission.
  
  

Helix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.

Compensation

The base pay range for this role is $21 – $27 per hour.