• Answer incoming calls and chats from clients to address their issues promptly and document each phone call in the Approver ticketing system. • Effectively troubleshoot and manage support issues. • Document each phone call in the ticketing system. • Successfully communicate and/or demonstrate to clients how to utilize products and services. • Assist and support the Sales team in handling escalated issues and support. Resolve these issues effectively and in a timely manner. This will consist of handling direct phone calls and email escalations from the Sales team. • Review escalated cases effectively and promptly from other tier level supports including the following scenarios: • Claim Traces • DMD .TIF and .TXT issues • Claim Rejections • Upload Issue • Eligibility issues • ERA issues • Patient Statement issues • Must understand client needs and expectations and work within appropriate standards. • Must continually stay knowledgeable about the products and services that we offer. • Observe security responsibilities. • Live DentalXChange’s company values: Actively Care, Try Hard, Be Humble and Feedback is a Gift.