Program Support Specialist

Ability to work effectively in a remote environment with strong time management and organizational skills. Excellent communication and interpersonal skills. Strong customer service and problem-solving abilities. Proficiency in Microsoft Office Suite and Google Suite. Prior experience in customer service, facilitation, coaching, or teaching. Competency with video conferencing tools. Exceptional attention to detail and ability to follow standard operating procedures. Fluency in English. Experience with HubSpot, Zoom, Google Suite, Asana, Eventbrite, Alchemer, and Slack. Proficiency in managing digital tools for communication, scheduling, project tracking, event management, and data reporting. Must have a quiet, private workspace with a laptop, microphone, and stable internet. Proficiency in Google Spreadsheets, Google Slides, and email. Ability to manage multiple responsibilities efficiently and meet deadlines. Willingness to learn and use digital tools effectively. A 'team player' mindset in a virtual office environment. Professional presentation in staff meetings and customer meetings. Ownership of reliable equipment, including a computer, headset, microphone, video camera, and a stable internet connection. High emotional intelligence. Ability to cope with change and shift gears comfortably. Detail-oriented and process-oriented, driven by continuous improvement. Data and spreadsheet savvy. Proficient with virtual meeting hardware, including a high-quality microphone and video camera. Spanish proficiency is a plus.

Handle administrative tasks with precision and maintain accurate records. Manage program communications across email, Slack, and HubSpot. Assist participants with navigation and troubleshooting in Zoom, LMS, and other platforms. Develop and maintain participant support resources, including FAQs and troubleshooting guides. Moderate Zoom meetings and live support groups, conducting tech checks and resolving real-time issues. Respond to participant questions via email, Slack, and other channels. Offer clear, responsive assistance for training-related questions and technical issues. Guide participants in using Zoom, LMS, and other training platforms. Send welcome emails, session reminders, and completion certificates. Track attendance and registration using HubSpot and the LMS system. Assist facilitators by managing schedules and distributing materials. Monitor participant progress and address questions to enhance engagement. Maintain organized records and reports in HubSpot and the LMS system. Manage Zoom settings, assign co-hosts, and troubleshoot technical issues. Conduct pre-event tech checks for facilitators. Communicate with facilitators and Program Director about issues. Set up and assign breakout rooms if needed. Manage participant entry, mute/unmute controls, and chat communication. Assign appropriate Zoom permissions to facilitators. Address technical or logistical concerns in real time.