BenTech Partner Support Specialist (Hybrid)

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 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 Guardians 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

• Bachelors 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 Guardians 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:

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 addition to salary this role may also be eligible for annual sales or other incentive compensation.

Our Promise

At Guardian youll 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 Guardians 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 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 also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individuals 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 . 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 Guardians Use of Artificial Intelligence in Recruitment

As part of Guardians 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 Guardians jobs website (Careers at Guardian at 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 Guardians 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 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 Guardians document retention policy a copy of which you may request via .

Additionally at applicable times Guardian will make public the most recent bias audit results for such AI tools which may be found here.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.