MII Training Program Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a MII Training Program Support Specialist based in the United States. This is a fully remote opportunity supporting a national training program focused on strengthening Medicaid program integrity. You’ll serve as a key point of contact for training participants, helping ensure they have a smooth and reliable experience before, during, and after training events. The role combines customer service, technical troubleshooting, help desk support, and training operations in a mission-driven environment. You’ll manage multiple inquiries, resolve time-sensitive access issues, and identify recurring challenges that can be addressed through process improvements. Working closely with a remote team, you’ll support web-based portals and training platforms while maintaining clear, professional communication with participants. Your work will directly contribute to effective training delivery and the broader mission of supporting state Medicaid program integrity efforts. The position offers autonomy, professional growth, and the flexibility of working remotely while maintaining regular Pacific Time working hours. 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 wi