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Guardian Life
Guardian Life
5,001 – 10,000 Employees
H1B Visa SponsorConsultingFood & BeverageHealthcare
Guardian Life is an insurance and financial services company that helps individuals, families, employers, and institutions prepare for changing needs. Its offerings include life, disability, dental, vision, accident, critical illness, and hospital indemnity insurance, along with group benefits, absence management, paid leave, and benefits technology for workplaces. Guardian Life also provides investment services, annuities, and retirement planning through financial professionals. Established in 1860, the company serves more than 12 million people and brings together expertise across insurance, employee benefits, financial services, and technology. Its work is also shaped by a focus on social responsibility, equity, inclusion, well-being, and financial health.
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BenTech Partner Support Specialist (Hybrid)

Support Guardian Life’s benefits technology partners by resolving issues across integrations, EDI, APIs, and enrollment processing. Manage partner cases and collaborate with internal teams to improve service and platform readiness.

USUnited StatesMAMassachusettsNYNew YorkPAPennsylvania
$82,770 – $135,975 / year
HybridFull-timeMiddleSeniorEnglish RequiredCustomer Support

Description

  • Handle escalated partner and customer questions through email, phone, and digital channels.
  • Investigate and resolve problems with integrations, EDI file transfers, APIs, enrollment processing, and platform features.
  • Track customer cases through resolution and meet service level agreements.
  • Spot recurring issues, escalate complex cases, and work with internal teams on lasting solutions.
  • Help internal teams understand platform features, reporting tools, integration workflows, and support practices.
  • Develop and update knowledge base articles, FAQs, and other support materials.
  • Work with Partner Support Leadership, Strategic Channel Managers, API Solution Leads, and Development teams on service delivery, partner connectivity, testing, validation, defect triage, and production readiness.
  • Share customer feedback to help improve product features, usability, and client satisfaction.
  • Report to the Partner Support Leader in Guardian’s Digital organization.

Requirements

  • Bachelor’s degree or equivalent professional experience.
  • At least three years in customer support, technical support, partner support, or a similar client-facing role.
  • Experience supporting SaaS platforms, benefits technology, or digital products.
  • Strong analytical and problem-solving abilities.
  • Excellent written and verbal communication skills.
  • Experience using ticketing and case-management systems.
  • Ability to handle competing priorities with accuracy and timely responses.
  • Demonstrated ability to collaborate effectively across teams.
  • Experience with benefits administration, HRIS, payroll, or human capital management platforms.
  • Understanding of EDI workflows, APIs, integrations, and data file transfers.
  • Experience resolving enrollment, eligibility, and data exchange issues.
  • Familiarity with insurance, employee benefits, or benefits administration environments.
  • Experience creating knowledge base content, support documentation, or self-service materials.
  • Experience leading training or customer enablement sessions.
  • Must be authorized to work in the United States without employer sponsorship, now or in the future.

Benefits

  • Opportunities to build skills.
  • Opportunities to develop leadership capabilities.
  • Opportunities to participate in philanthropic activities.
  • Access to contemporary, supportive, flexible, and inclusive benefits and resources.
  • Benefits are available to eligible full-time employees.
  • Reasonable accommodations are available for disabilities, pregnancy, childbirth, and related medical conditions.
  • Travel of up to 10% for internal collaboration, partner meetings, training, and team events.

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