BenTech Partner Support Specialist (Hybrid)

Guardianlife; New York (NY); Híbrido; USD 83.000 - 136.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Guardian is seeking a BenTech Partner Support Specialist to join our Digital team. You will act as escalated support for client inquiries, troubleshoot integrations and EDI/API issues, and ensure a seamless customer experience while supporting a growing network of benefits technology partners.

You will collaborate with cross-functional teams, educate internal stakeholders, and contribute to improving adoption and self-service through documentation and training.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Problem-solving

Communication

Ticketing systems

Prioritization

Cross-functional collaboration

Educación

Bachelor's degree or equivalent

Herramientas

Ticketing systems

Descripción del empleo

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.