MII Training Program Support Specialist

Accountabilities:

• • Provide responsive, professional, and solutions-oriented support to training participants before, during, and after training events.
  • Serve as the primary point of contact for inquiries submitted through the training help desk, managing multiple requests simultaneously and prioritizing time-sensitive issues.
  • Manage participant access to the training portal, troubleshooting login, access, and other user issues in real time.
  • Collaborate with team members to ensure training participants receive timely and consistent assistance throughout the training lifecycle.
  • Monitor, track, and resolve help desk requests using Jira or a comparable ticketing system, ensuring issues are followed through to completion.
  • Communicate clearly and patiently with participants, providing practical guidance and keeping them informed of resolution progress.
  • Track and analyze help desk inquiries and recurring support issues to identify trends, operational gaps, and opportunities for process improvement.
  • Maintain accurate records of inquiries, incidents, resolutions, and relevant participant information.
  • Support the smooth delivery of training activities by anticipating potential technical or administrative issues and responding quickly when they arise.
  • Work effectively as part of a fully remote team while maintaining reliable availability during regular Pacific Time working hours.

  Requirements

  • Bachelor’s degree in a related discipline or an equivalent combination of education and professional experience.
  • At least 5 years of experience in customer support, training support, help desk operations, technical support, or a related field.
  • Demonstrated experience supporting web-based portals, learning management systems, training platforms, event management systems, or similar technologies.
  • Strong troubleshooting skills, particularly the ability to diagnose and resolve user access issues in real time.
  • Experience using Jira or similar ticketing and incident-management systems to track, prioritize, and resolve support requests.
  • Strong customer service orientation and the ability to manage multiple inquiries simultaneously while maintaining accuracy, professionalism, and a positive user experience.
  • Excellent written communication skills, with the ability to provide clear, patient, and solutions-focused responses to users with varying levels of technical knowledge.
  • Strong attention to detail and organizational skills, with the ability to manage competing priorities and time-sensitive requests.
  • Analytical ability to track, interpret, and identify trends in support inquiries and translate findings into practical process improvements.
  • Ability to work independently and remain self-directed in a fully remote environment while collaborating effectively with colleagues.
  • Ability and willingness to maintain regular working hours aligned with Pacific Time (PT).
  • Demonstrated adaptability, responsiveness, and commitment to delivering high-quality support before, during, and after training events.
  • No security clearance or US citizenship is required for this position.

  Benefits

  • Fully remote position with the flexibility to work from anywhere in the United States.
  • Competitive estimated salary range of $76,500–$103,500 per year, depending on experience, geographic location, and contractual requirements.
  • Full-time schedule of 40 hours per week.
  • Comprehensive medical plan options, including plans with Health Savings Accounts.
  • Dental and vision insurance options.
  • 401(k) plan with company matching.
  • Full-flex work week options designed to support work-life balance.
  • Paid vacation, sick, personal, and holiday time.
  • Paid parental, military, bereavement, and jury duty leave.
  • Up to 160 hours of paid family leave during a rolling 12-month period for eligible employees.
  • Short- and long-term disability coverage.
  • Life insurance and accidental death and dismemberment coverage.
  • Personal accident, critical illness, and business travel and accident insurance options.
  • AI-powered career development tools and access to learning opportunities.
  • Internal mobility support to help employees progress toward their career goals.
  • Professional growth opportunities within a large technology and professional services environment.
  • Mission-driven work supporting programs that strengthen healthcare integrity and public-sector outcomes.
  • Award-winning culture focused on innovation, collaboration, and professional development.
  • Less than 10% travel required.