Program Support Specialist

GPS Group Peer Support

7d • $30 - $30 • Remote

About The Position

As a GPS Program Support Specialist, you play a key role in providing participant support, managing program communications and logistics, and moderating virtual training sessions and support groups. Your ability to create a seamless, welcoming participant experience directly impacts the quality and effectiveness of GPS programs. The ideal candidate is highly organized, detail-oriented, responsive, and calm under pressure. Strong communication, time management, and problem-solving skills are essential, along with a warm, engaging presence that helps foster supportive learning environments. In this role, you will: Ensure a seamless participant experience by handling administrative tasks with precision, maintaining accurate records, and following standard operating procedures (SOPs). Manage program communications across email, Slack, and HubSpot, providing clear and timely participant support. Assist participants with navigation and troubleshooting in Zoom, the LMS, and other platforms via email and phone. Develop and maintain participant support resources, including FAQs, troubleshooting guides, and quick-reference materials. Moderate Zoom meetings and live support groups, conducting tech checks, assigning roles, setting up breakout rooms, and resolving real-time issues.

Requirements

• Ability to work effectively in a remote environment with strong time management and organizational skills.
• Excellent communication and interpersonal skills to engage diverse participants.
• Strong customer service and problem-solving abilities to address participant concerns.
• Proficiency in Microsoft Office Suite and Google Suite for managing training materials.
• 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 precisely.
• Fluency in English, and Spanish proficiency is a plus.
• Candidates must have 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 is essential. The ideal candidate is comfortable navigating multiple platforms, ensuring seamless program operations, and troubleshooting technical issues as needed.
• Must have a quiet, private workspace with a laptop, microphone, and stable internet.
• Proficiency in Google Spreadsheets, Google Slides, and email.
• Strong written and verbal communication skills in English; Spanish is preferred but not required.
• 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, fulfilling duties on time, being accountable to team members, and keeping them informed.
• Professional presentation in staff meetings and all customer and community meetings.
• Ownership of reliable equipment, including a computer, headset, microphone, video camera, and a stable internet connection.
• High emotional intelligence: the ability to understand, use, and manage your own emotions positively to limit stress, communicate effectively, empathize with others, overcome challenges, and defuse conflict in a remote work environment.
• Ability to cope with change and shift gears comfortably.
• Detail-oriented and process-oriented, driven by continuous improvement, with the initiative to identify improvements to reduce organizational ambiguity.
• Data and spreadsheet savvy, capable of organizing information, and able to conduct administrative tasks efficiently.
• Proficient with virtual meeting hardware, including a high-quality microphone and video camera.
• Fluency in a second language is preferred, with Spanish or another language being a plus.
• Access to a designated, quiet, and private workspace, along with a laptop, good microphone, and stable internet connection.
• Basic proficiency in Google Spreadsheets, Google Slides, and email.

Nice To Haves

• Experience in virtual meeting moderation using platforms such as Zoom, Slack, HubSpot, Asana, Eventbrite, and Alchemer.
• Strong data and spreadsheet skills for managing participant records and reports.
• High emotional intelligence for effectively managing participant interactions.
• Ability to work independently in a fully remote environment.
• Experience with CRMs (especially HubSpot) to manage participant engagement.
• Familiarity with learning management systems (LMS)

Responsibilities

• Manage Inquiries – Respond to participant questions via email, Slack, and other communication channels in a timely and professional manner.
• Provide Customer Support – Offer clear, responsive assistance for training-related questions and technical issues.
• Facilitate Navigation & Troubleshooting – Guide participants in using Zoom, the LMS system, and other training platforms, resolving access or functionality concerns.
• Develop Support Resources – Create and maintain FAQs, troubleshooting guides, and other reference materials to assist participants.
• Collaborate for Efficiency – Work closely with the Program Director and Program Administrative Assistant to ensure prompt and accurate responses.
• Manage Communication – Send welcome emails, session reminders, progress updates, and completion certificates to participants. Respond to inquiries and provide guidance as needed.
• Track Attendance & Registration – Prepare, update, and maintain accurate attendance records and registration reports using HubSpot and the LMS system.
• Facilitator Coordination – Assist facilitators by managing schedules, distributing materials, and ensuring they have the necessary resources for each session.
• Follow-Up & Participant Engagement – Monitor participant progress, address questions, and provide additional support to enhance engagement and completion rates.
• Data & System Management – Maintain organized records and reports in HubSpot and the LMS system to ensure seamless tracking of participant activity and program outcomes.
• Zoom Proficiency – Manage Zoom settings, assign co-hosts, troubleshoot technical issues, and ensure smooth session operation.
• Pre-Event Tech Checks – Conduct sound, video, and connection tests to confirm facilitators are prepared.
• Professional Communication – Clearly and efficiently communicate with facilitators and the Program Director about any issues.
• Breakout Room Management – If needed, set up and assign breakout rooms.
• Participant Management – Manage participant entry, mute/unmute controls, and chat communication.
• Co-Hosting & Role Assignment – Assign appropriate Zoom permissions to facilitators for seamless operation.
• Quick Problem-Solving – Address technical or logistical concerns in real time.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed