[Remote] Client Technical Operations I

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.