Hybrid BenTech Partner Support Specialist

The Guardian Life Insurance Company of America; New York (NY); Hybride; USD 83 000 - 136 000; Plein temps

Résumé du poste

The Guardian Life Insurance Company of America is seeking a BenTech Partner Support Specialist to join our Digital team. You will act as the escalated support for partner and customer inquiries, helping resolve technical issues related to integrations and platform functionality, and ensuring a seamless client experience in Guardian’s expanding digital ecosystem.

You will collaborate across business and technology teams, document cases, and maintain knowledge base resources while striving to meet

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.

Responsabilités

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

Connaissances

Customer support

Technical support

SaaS platforms

Problem solving

Communication

Ticketing systems

Cross-functional collaboration

Multi-priority management

Formation

Bachelor's degree or equivalent work experience

Outils

EDI

APIs

Integrations

Description du poste

The Guardian Life Insurance Company of America is seeking a BenTech Partner Support Specialist to join our Digital team. You will act as the escalated support for partner and customer inquiries, helping resolve technical issues related to integrations and platform functionality, and ensuring a seamless client experience in Guardian’s expanding digital ecosystem.

You will collaborate across business and technology teams, document cases, and maintain knowledge base resources while striving to meet