DentalXChange

• Answer escalated calls from sales and/or other departments to support clients. • Manage activity, growth, services, and cancellations for one’s own assigned client portfolios. • Perform various administrative tasks to support the sales team members. • Actively manage the queue and timely schedule trainings for clients. • Perform client demonstrations and software walk-throughs on our products and services. • Reach out to clients that may need additional support. • Proactively identify and work with clients who may be either considered as “at risk” of cancellation or may be a potential candidate for an upsell of services. • Work effectively with other team members and other departments to ensure the maximum result for our clients within the protocols established for the position. • Live DentalXChange’s Company values: Actively Care, Try Hard, Be Humble, Feedback is a Gift. • Other duties as assigned.

Role Description The Merchant Support Specialist is responsible for managing, processing, and maintaining the merchant onboarding process. This position plays a pivotal role in ensuring a seamless and efficient onboarding experience. - Work closely with the sales team to ensure clients are onboarded accurately and in a timely manner. - Conduct due diligence to verify merchants and ensure the accuracy of the information provided. - Provide customer service by answering support calls and emails. - Possess a deep understanding of the payment industry, merchant pricing models, client needs, and the PayConnect product. - Support phone calls for merchants, boarding applications, training, and installations. Qualifications - GED or High School Diploma. - College Degree (preferred). - Ability to apply broad product knowledge and sales skills. - Capable of copywriting materials. - Ability to coordinate the work of others. - 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. Requirements - Manage the end-to-end onboarding process for new credit card applications from dentists. - Communicate effectively with the sales team, providing timely responses and guidance on onboarding questions and requirements. - Answer support calls and emails from clients, addressing their inquiries and concerns related to the onboarding process. - Collaborate with cross-functional teams to ensure a seamless onboarding experience for dentists. - Continuously improve onboarding systems and processes, identifying areas for optimization. - Conduct training sessions and provide guidance to dental office staff on credit card solutions. - Stay up to date with industry trends and regulations related to credit card solutions for dentists. - Maintain accurate and detailed records of all onboarding activities. - Collaborate with the product team to provide feedback and insights from the onboarding process. - Assist with special projects and initiatives related to onboarding. - Consistently meet company and department policies and expectations. - Live DentalXChange’s company values: Actively Care, Try Hard, Be Humble, and Feedback in a Gift. - Other duties as assigned. Benefits - Challenging and rewarding career opportunities with room for growth. - 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!

• Manage the end-to-end onboarding process for new credit card applications from dentists, ensuring a smooth and efficient experience. • Communicate effectively with the sales team, providing timely responses and guidance on onboarding questions and requirements. • Answer support calls and emails from clients, addressing their inquiries and concerns related to the onboarding process. • Collaborate with cross-functional teams, such as sales, customer support, and technical teams, to ensure a seamless onboarding experience for dentists. • Continuously improve onboarding systems and processes, identifying areas for optimization and implementing solutions to enhance efficiency and customer satisfaction. • Conduct training sessions and provide guidance to dental office staff on how to effectively use credit card solutions and navigate the onboarding process. • Stay up to date with industry trends and regulations related to credit card solutions for dentists, ensuring compliance and providing accurate information to clients. • Maintain accurate and detailed records of all onboarding activities, ensuring data integrity and accessibility for future reference and reporting. • Collaborate with the product team to provide feedback and insights from the onboarding process, contributing to the enhancement of our credit card solutions. • Assist with special projects and initiatives related to onboarding, such as developing educational materials, creating onboarding documentation, and participating in process improvement initiatives. • 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.

• 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.

• Manage enterprise implementation projects from kickoff through go-live and stabilization, including scoping, requirements gathering, solution design coordination, testing planning, deployment scheduling, and transition to support. • Execute implementation governance practices by tracking milestones, managing dependencies, identifying risks, and maintaining clear status communication across internal and external stakeholders. • Apply and reinforce standardized project methodologies, playbooks, and delivery frameworks established by the Director, Enterprise Implementation. • Collaborate with Product and Engineering teams to define integration requirements and validate data workflows, including EDI transactions, HIPAA X12 standards, and API interfaces. • Support Enterprise Sales by contributing to SOW refinement, effort estimation, project scoping, and change-order processes. • Maintain structured project documentation across approved systems (Salesforce, Jira, Smartsheet, Confluence, etc.). • Serve as the primary day-to-day client contact for project execution, ensuring a smooth onboarding experience and clear coordination across internal teams. • Coordinate cross-functional resources to ensure timely delivery and alignment on key tasks, dependencies, and technical requirements. • Track and report on key implementation metrics such as timeline adherence, project health, client readiness, and go-live success. • Escalate complex issues to leadership as needed while driving timely resolution and maintaining client confidence. • Ensure all implementation activities meet security, privacy, and regulatory requirements, including HIPAA and secure data-exchange protocols. • Contribute to continuous improvement initiatives by participating in post-mortems, root-cause analysis, and the refinement of playbooks, processes, and tools.