Client Technical Operations I

This is a fully remote position, open to applicants in United States.

📋 Description

• Intake, triage, and conduct Level 1 technical troubleshooting for production support cases received through Salesforce queues.

• Provide initial technical assistance for Tier 2, VIP Support, Sales Implementation, Client Services, Trading Partners, and Payer Relations as required.

• Document findings, actions taken, reproduction details, and pertinent information accurately within the ticketing system.

• Leverage Partner Support, CustCare, SQL, Notepad++, SoapUI, Postman, and internal monitoring/logging sources for investigation and triage.

• Analyze and interpret EDI formats such as X12, XML, and JSON to pinpoint transaction-level issues.

• Retain ticket ownership until resolution or transition to Client Technical Operations II.

• Escalate intricate issues that necessitate deeper troubleshooting, UAT validation, feature/bug analysis, or ownership of client meetings.

• Collaborate with Development, QA, Client Services, Payer Relations, and other internal teams.

• Convey ticket status, trends, and common obstacles to supervisors and colleagues.

• Assist in updating documentation, training materials, and onboarding new team members.

• Adhere to company and departmental policies and expectations, including attendance.

• Perform additional tasks as assigned.

⛳️ Requirements

• A bachelor's degree is preferred.

• A minimum of 2 years of experience in dental RCM and EDI.

• Excellent verbal and written communication skills along with strong interpersonal abilities.

• Proficient in all Microsoft Office applications and internet usage.

• Capability to successfully multitask with precision in a fast-paced environment.

• Familiarity with technical and procedural aspects and functions.

• Ability to resolve practical problems and handle various concrete variables in scenarios with limited standardization.

🏝️ Benefits

• Challenging and fulfilling career opportunities with potential for growth as we expand!

• Medical, dental, and vision benefits – eligible from the first of the month following the start date.

• Unlimited paid time off (PTO).

• Paid time off for illness, jury duty, and bereavement.

• 10 company-paid holidays.

• 401k plan with company matching.

• Health Advocate support.

• Flexible spending accounts for healthcare and dependent care.

• Friendly colleagues and a positive work culture!