Client Technical Operations I

The Client Technical Operations I serves as the primary intake and Level 1 technical triage function for all Client Technical Operations support cases. The Client Technical Operations I is responsible for investigating, documenting, and resolving issues within scope and escalating unresolved items to Client Technical Operations, II with complete and accurate context. This role works closely with both internal teams and third-party stakeholders to ensure efficient and timely identification, troubleshooting, and escalation of production issues impacting our applications and clients. The Client Technical Operations I plays a critical role in maintaining case velocity, accuracy of documentation, and delivering a frictionless support experience.

What You'll Be Doing As Our Client Technical Operations I

• 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.

What You'll Bring To the Team As Our Client Technical Operations I

• 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.