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Guardian LifeCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting technical issues related to EDI processes, APIs, and SaaS platforms while providing exceptional customer support. Capable of creating knowledge base articles and delivering training sessions to enhance internal team capabilities and client satisfaction.
Highest-signal resume keywords
Customer Support ExperienceTechnical Support SkillsSaaS Platform KnowledgeProblem-Solving SkillsCommunication Skills
About the role
Key responsibilities & impact- Serve as 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 meeting SLAs
- Identify recurring issues and trends, escalate complex matters, and partner with internal teams on long-term solutions
- Educate internal teams on platform capabilities, reporting tools, integration processes, and best practices
- Create and maintain knowledge base articles, FAQs, and support resources
- Collaborate 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
- Provide customer feedback and insights to improve product functionality, usability, and client satisfaction
- Report to the Partner Support Leader within Guardian's Digital organization
Requirements
What you’ll need- 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
- Excellent verbal and written communication skills
- Experience utilizing ticketing and case management systems
- Ability to manage multiple priorities while maintaining accuracy and responsiveness
- Proven ability to work effectively in a cross-functional and collaborative environment
- Experience supporting benefits administration, HRIS, payroll, or human capital management platforms
- Understanding of EDI 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
- Legally authorized to work in the United States without employer sponsorship now or in the future
Benefits
Comp & perks- Skill-building opportunities
- Leadership development opportunities
- Philanthropic opportunities
- Contemporary, supportive, flexible, and inclusive benefits and resources
- Benefits for full-time eligible employees
- Reasonable accommodation for disabilities, pregnancy, childbirth, or related medical conditions
- Up to 10% travel for internal collaboration, partner meetings, training, and team events
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingEDI ProcessesAPI ConnectionsData File TransfersCase Management SystemsBenefits AdministrationHRIS SupportEnrollment ProcessingAnalytical SkillsKnowledge Base Development
Soft Skills
CollaborationResponsivenessTraining DeliveryCross-Functional TeamworkTime Management
Industry Keywords
Benefits Technology SolutionsDigital ProductsEmployee BenefitsHuman Capital ManagementClient-Facing Role