BenTech Partner Support Specialist (Hybrid)

Guardian Life; Bethlehem (Northampton County); Hybrid; USD 83,000 - 136,000; Full time

Job summary

Guardian Life in Bethlehem, PA is seeking a BenTech Partner Support Specialist to join our Digital team. You will serve as the escalated support for client inquiries, resolve technical issues, and ensure a seamless experience while enabling successful integrations.

The role requires 3+ years in customer or technical support, experience with SaaS platforms, and strong communication skills. Hybrid in-office model with teams in Boston, Bethlehem, and New York supports a flexible work environment.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3+ years in customer or technical support roles.
• Experience supporting SaaS platforms or digital products.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication.
• Experience using ticketing and case management systems.
• Ability to manage multiple priorities and collaborate cross-functionally.

Responsibilities

• Serve as escalated support for partner and customer inquiries via email, phone, and digital channels.
• Troubleshoot and resolve technical issues related to integrations, EDI, APIs, enrollment, and platform functionality.
• Document and track customer cases through resolution and meet SLAs.
• Identify recurring issues and coordinate with internal teams for long-term solutions.
• Educate internal teams on platform capabilities and best practices.
• Create and maintain knowledge base articles and self-service resources.
• Collaborate with leadership and partner managers to ensure smooth service delivery and testing.
• Provide feedback to improve product usability and client satisfaction.

Skills

Customer support

Technical support

SaaS platforms

API/EDI awareness

Cross-functional collaboration

Problem solving

Communication

Education

Bachelor's degree or equivalent

Tools

Ticketing systems

Case management systems

Documentation tools

Job description

Hybrid - In office 3 days per week

New York

Bethlehem

Boston

Holmdel

Full time

R000110273

Position Summary

Are you passionate about delivering exceptional customer experiences while helping clients navigate technology solutions? Do you thrive in a fast-paced environment where you can solve problems, build relationships, and serve as a trusted resource for customers and partners? Guardian is seeking a BenTech Partner Support Specialist to join our Digital team and support our growing network of benefits technology partners. In this role, you will serve as the escalated support for client support, helping resolve technical issues, facilitate successful integrations, and ensure a seamless customer experience while contributing to Guardian's expanding digital ecosystem.

You Are

A customer-focused professional who enjoys solving problems and building strong relationships. You are energized by helping clients successfully navigate technology solutions and can effectively balance multiple priorities while maintaining a high level of accuracy and responsiveness.

You excel in collaborative environments where communication, critical thinking, and adaptability are essential. You are comfortable troubleshooting technical issues, managing customer inquiries, and partnering across business and technology teams to deliver positive outcomes. You are passionate about continuous improvement and proactively identifying opportunities to enhance the customer experience and support model.

You Have

Required Qualifications

• Bachelor's degree or equivalent work experience.

• 3+ years of experience in customer support, technical support, partner support, or a related client-facing role.

• Experience supporting SaaS platforms, benefits technology solutions, or digital products.

• Strong problem-solving and analytical skills with the ability to diagnose and resolve technical issues.

• Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.

• Experience utilizing ticketing and case management systems to document and track customer issues.

• Ability to manage multiple priorities while maintaining accuracy and responsiveness.

• Proven ability to work effectively in a cross-functional and collaborative environment.

Preferred Qualifications

• Experience supporting benefits administration, HRIS, payroll, or human capital management platforms.

• Understanding of EDI (Electronic Data Interchange) processes, APIs, integrations, and data file transfers.

• Experience troubleshooting enrollment, eligibility, and data exchange issues.

• Knowledge of insurance, employee benefits, or benefits administration ecosystems.

• Experience developing knowledge base articles, support documentation, or self-service resources.

• Experience delivering training sessions or customer enablement programs.

You Will

• Serve as the escalated support for partner and customer inquiries via email, phone, and digital channels, providing timely and effective resolutions.

• Troubleshoot and resolve technical issues related to integrations, EDI file transmissions, API connections, enrollment processing, and platform functionality.

• Document, manage, and track customer cases through resolution while ensuring established service level agreements (SLAs) are met.

• Identify recurring issues and trends, escalating complex matters as needed and partnering with internal teams to drive long-term solutions.

• Educate internal teams on platform capabilities, reporting tools, integration processes, and best practices to improve adoption and self-service success.

• Create and maintain knowledge base articles, FAQs, and support resources that enhance the customer experience.

• Collaborate closely with Partner Support Leadership, Strategic Channel Managers, API Solution Leads, and Development teams to ensure seamless service delivery, new partner connectivity, and support future-state testing, validation, defect triage, and production readiness activities for new integrations and platform enhancements.

• Provide customer feedback and insights that help improve product functionality, usability, and overall client satisfaction.

Reporting Relationships

As our BenTech Partner Support Specialist, you will report to the Partner Support Leader within Guardian's Digital organization.

Location

This is a hybrid position requiring three days per week in a Guardian office. Preferred locations include Boston, MA; Bethlehem, PA; New York, NY (Hudson Yards); or another Guardian office location based on business needs.

Travel

Up to 10% travel may be required for internal collaboration, partner meetings, training, and team events.

Salary Range

$82,770.00 - $135,975.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits . Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail] . Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian Life is not currently or in the foreseeable future sponsoring employment-based visas (e.g., such as an H-1B). In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship/support now or at any time in the future.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

As part of Guardian’s job application process, Guardian may use artificial intelligence tools ("AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers (http://%20https://www.guardianlife.com/careers) ). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.

Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to [e-mail] , making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via [e-mail] .

Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here (https://assets.ctfassets.net/gau1nv66ynug/1M2AOzFsFCirlWeAmIh4MD/23463b78b6cdd8ebdce9410b98d7a080/Audit.pdf) .

Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being — mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at guardianlife.com .

Visa Sponsorship:

Guardian Life is not currently or in the foreseeable future sponsoring employment-based visas (e.g., such as an H-1B). In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship/support now or at any time in the future.