[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.