• 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.