Client Technical Operations I

Role overview The Client Technical Operations I serves as the primary intake and Level 1 technical triage function for all client support cases. This role investigates, documents, and resolves issues within scope while escalating more complex matters to senior team members with complete and accurate context. The position is essential to maintaining case velocity, documentation quality, and a smooth support experience across production applications.

Responsibilities - Intake and triage incoming production support cases submitted through queue-based case management, performing Level 1 technical troubleshooting - Provide frontline technical assistance to internal teams, VIP clients, sales implementation, client services, trading partners, and payer relations as needed - Accurately document findings, reproduction steps, and resolution details within the ticketing system throughout the ticket lifecycle - Use a mix of internal and external investigation tools, including SQL, text editors, API testing utilities, and monitoring or log sources - Review and interpret EDI transaction formats such as X12, XML, and JSON to identify issues at the transaction level - Maintain ticket ownership with timely status updates and clean handoffs when escalation is required - Collaborate cross-functionally with development, QA, client services, payer relations, and other departments to drive resolution - Communicate proactively about ticket trends, recurring blockers, and case status to supervisors and peers - Contribute to documentation updates, training guides, and onboarding support for new team members

Requirements - Bachelor's degree preferred - Two or more years of experience in dental revenue cycle management and EDI workflows - Strong verbal, written, and interpersonal communication skills - Proficiency in Microsoft Office applications and general internet tools - Ability to multitask accurately in a fast-paced environment - Working knowledge of technical and procedural support functions - Practical problem-solving skills with sound judgment when standardization is limited

Nice to have - Familiarity with Salesforce-style case queues - Exposure to API testing tools and basic SQL querying for troubleshooting

Benefits and work setup - Hourly pay range of $21.00 to $24.50 depending on experience - Medical, dental, and vision coverage eligible the first of the month after start date - Unlimited paid time off plus separate sick, jury duty, and bereavement leave - Ten paid company holidays each year - 401(k) plan with company match - Healthcare and dependent care flexible spending accounts - Access to a Health Advocate benefit program - Opportunities for growth and a collaborative, supportive team culture