Hybrid Partner Tech Support Specialist

Guardian Life; Holmdel Township (NJ); Hybrid; USD 83,000 - 136,000; Full time

Job summary

Guardian Life is seeking a BenTech Partner Support Specialist to join our Digital team. This hybrid role focuses on escalated support for partners and clients, resolving integration and data- exchange issues, and driving a seamless customer experience across multiple offices.

You will troubleshoot technical issues, document cases, and collaborate with cross-functional teams to improve adoption, self-service resources, and overall client satisfaction.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3+ years 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.

Responsibilities

• 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 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.

Skills

Customer support

SaaS experience

Troubleshooting

Communication

Ticketing systems

Prioritization

Cross-functional collaboration

Education

Bachelor's degree

Tools

Ticketing systems

Job description

Guardian Life is seeking a BenTech Partner Support Specialist to join our Digital team. This hybrid role focuses on escalated support for partners and clients, resolving integration and data- exchange issues, and driving a seamless customer experience across multiple offices.

You will troubleshoot technical issues, document cases, and collaborate with cross-functional teams to improve adoption, self-service resources, and overall client satisfaction.