Partner Tech Support & Integrations Specialist

Guardian Life Insurance; Boston (MA); Híbrido; USD 83.000 - 136.000; Jornada completa

Descripción de la vacante

Guardian Life Insurance is seeking a BenTech Partner Support Specialist to join our Digital team. The role focuses on escalated support for partners, resolving integration issues, and ensuring a seamless customer experience while expanding Guardian’s digital ecosystem.

The position requires 3+ years in customer or technical support, SaaS familiarity, and strong problem-solving, with a hybrid work model and salary range of $82,770 to $135,975.

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 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 with Partner Support Leadership, Strategic Channel Managers, API Solution Leads, and Development teams to ensure seamless service delivery, new partner connectivity, and testing for new integrations and platform enhancements.
• Provide customer feedback and insights that help improve product functionality, usability, and client satisfaction.

Conocimientos

Customer support

Technical support

SaaS platforms

Communication skills

Cross-functional collaboration

Problem-solving

Attention to detail

Educación

Bachelor’s degree or equivalent work experience

Herramientas

Ticketing systems

Descripción del empleo

Guardian Life Insurance is seeking a BenTech Partner Support Specialist to join our Digital team. The role focuses on escalated support for partners, resolving integration issues, and ensuring a seamless customer experience while expanding Guardian’s digital ecosystem.

The position requires 3+ years in customer or technical support, SaaS familiarity, and strong problem-solving, with a hybrid work model and salary range of $82,770 to $135,975.