Note: The job is a remote job and is open to candidates in USA. DentalXChange is a company focused on providing technical operations support for clients. The Client Technical Operations I role involves performing Level 1 technical triage and troubleshooting for production support cases, collaborating with various internal teams to resolve issues, and maintaining documentation throughout the ticket lifecycle.

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 all findings, steps taken, reproduction details, and relevant information within the ticketing system
• Utilize internal and external tools for investigation and triage, including but not limited to: Partner Support, CustCare, SQL, Notepad++, SoapUI, Postman, and internal monitoring/log sources
• Review and interpret EDI formats (X12, XML, JSON, etc.) to identify issues at the transaction level
• Maintain ownership of tickets throughout lifecycle while ensuring timely updates until resolution or clean handoff to Client Technical Operations II
• Escalate complex issues to Client Technical Operations II when deeper troubleshooting, UAT validation, feature/bug analysis, or client meeting ownership is required
• Collaborate cross-functionally with Development, QA, Client Services, Payer Relations, and other internal departments as needed to progress resolution
• Provide proactive communication regarding ticket status, trends, and common blockers to supervisor and peers
• Assist with documentation updates, training guides, and supporting new Client Technical Operations I team member onboarding
• Consistently meet company and department policies and expectations including those surrounding attendance
• Live DentalXChange’s company values: Actively Care, Try Hard, Be Humble, and Feedback in a Gift
• Other duties as assigned

Skills

• 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

• 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!

Company Overview

• DentalXChange is modernizing dental revenue cycle management with AI-powered solutions built for the way dental organizations work today. It was founded in 1989, and is headquartered in Irvine, California, USA, with a workforce of 51-200 employees. Its website is http://www.dentalexchange.com.