MII Training Program Support Specialist
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Job Description
MII training support specialist supporting Medicaid agencies’ CMS integrity training through portal access and help desk assistance. Resolving attendee issues remotely on Pacific Time.
Responsibilities:
- Support training attendees by managing multiple inquiries simultaneously
- Prioritize time-sensitive requests and follow issues through to resolution
- Collaborate with MII team members to provide responsive help desk support before, during, and after training events
- Manage MII Portal access and attendee email inquiries
- Provide front-line support to training participants
- Serve as the primary point of contact for MII training help desk inquiries
- Provide professional, patient, and solutions-oriented support
- Track, analyze, and interpret help desk inquiry trends to identify process improvement opportunities
- Manage, track, and resolve help desk requests and incidents using Jira or similar ticketing systems
Requirements:
- Bachelors degree in a related discipline or an equivalent combination of education and experience
- Minimum of 5 years of experience in customer support, training support, help desk operations, or related roles
- Experience supporting web-based portals, learning management systems (LMS), training platforms, or event management systems
- Ability to troubleshoot user access issues in real time
- Ability to track, analyze, and interpret help desk inquiry trends
- Proficiency using Jira or similar ticketing systems
- Strong customer service orientation
- Ability to manage multiple inquiries simultaneously and handle time-sensitive requests accurately and professionally
- Ability to work fully remote during regular working hours aligned with Pacific Time (PT)
- Excellent written communication skills
- Ability to collaborate effectively within a remote team environment
- US Citizenship Required: No
- Clearance Level Must Currently Possess: None
- Clearance Level Must Be Able to Obtain: None
- Public Trust/Other Required: None
- Travel required: Less than 10%
Benefits:
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay
- Paid time off
- Full-flex work week
- AI-powered career tool identifying career steps and learning opportunities
- Internal mobility team supporting career goals
- Medical plan options, including plans with Health Savings Accounts
- Dental plan options
- Vision plan
- Vacation, sick, personal, holiday, paid parental, military, bereavement, and jury duty leave
- Typically 15 days of paid leave per calendar year
- 10 paid holidays per year
- Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
- Award-winning culture of innovation
- Military-friendly workplace
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