Client Technical Operations I
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Job Description
Client Technical Operations I handling Level 1 production troubleshooting for DentalXChange’s dental RCM and EDI support operations. Investigating, documenting, and escalating client issues using Salesforce, SQL, and API tools.
Responsibilities:
- Intake, triage, and perform Level 1 technical troubleshooting for production support cases submitted via Salesforce queues.
- Provide frontline technical support for Tier 2, VIP Support, Sales Implementation, Client Services, Trading Partners, and Payer Relations as needed.
- Accurately document findings, steps taken, reproduction details, and relevant information within the ticketing system.
- Utilize Partner Support, CustCare, SQL, Notepad++, SoapUI, Postman, and internal monitoring/log sources for investigation and triage.
- Review and interpret EDI formats including X12, XML, and JSON to identify transaction-level issues.
- Maintain ticket ownership and timely updates through resolution or handoff to Client Technical Operations II.
- Escalate complex issues requiring deeper troubleshooting, UAT validation, feature/bug analysis, or client meeting ownership.
- Collaborate with Development, QA, Client Services, Payer Relations, and other internal departments.
- Communicate ticket status, trends, and common blockers to supervisors and peers.
- Assist with documentation updates, training guides, and onboarding new team members.
- Meet company and department policies and attendance expectations.
- Live DentalXChange’s company values and perform other duties as assigned.
Requirements:
- Bachelor's degree preferred.
- 2 or more years of experience in dental RCM and EDI.
- Strong verbal and written communication and interpersonal skills.
- Proficient in all MS Office applications and use of the internet.
- Ability to successfully multitask with accuracy in a fast-paced environment.
- Working knowledge of technical and procedural aspects and functions.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Benefits:
- Challenging and rewarding career opportunities with room for growth as we grow!
- Medical, dental, and vision benefits – eligible first of the month after start date
- Unlimited PTO
- Paid time off for sick, jury duty, bereavement
- 10 company paid holidays
- 401k with company match
- Health Advocate
- Healthcare and dependent care flexible spending accounts
- Friendly co-workers and a positive culture!
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