Help Desk Tier 1 Specialist - Growth & Ops Liaison

ReturnPro; Town of Florida (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

ReturnPro is seeking a hands-on Support Specialist to join our team in the Miami area. You’ll be the frontline liaison across Help Desk, R1, the Returns Portal, and marketplace issues, configuring and troubleshooting our proprietary software with confidence.

You’ll grow into ownership of key workflows, document issues and feature requests, and contribute to a more organized, self-sufficient support operation as the role expands.

Qualifications

• 2+ years of professional work experience in software applications
• Strong oral and written communication skills, can explain technical info to non-technical audiences
• Ability to communicate with clients via Outlook, Slack, and phone
• Ability to manage time and energy for efficient support
• Ability to learn proprietary software quickly
• Adaptable and able to handle changes in priorities
• Attention to detail and adherence to processes
• Good judgment on when to resolve oneself or escalate
• Strong critical thinking skills; teamwork and initiative

Responsibilities

• Own intake, ticket creation, and case follow-up across Help Desk and portal issues
• Act as primary contact between clients and development teams for routine questions
• Assist clients with setup, configuration, and troubleshooting of proprietary programs
• Keep clients and internal stakeholders updated with clear communication throughout a case
• Deliver well-documented escalations to leadership or Dev team with essential facts
• Strengthen ticket documentation, avoid duplicates, own cases from open to close
• Collaborate with IT reps to improve runbooks and Jira tickets before escalation
• Assist SOP team in shaping better practices as the support model evolves
• Ensure SLAs are met with clients

Skills

Strong communication

Time management

Adaptability

Detail oriented

Critical thinking

Team player

Self-motivated

Tools

Jira Service Desk

ITSM

Excel

Job description

ReturnPro is seeking a hands-on Support Specialist to join our team in the Miami area. You’ll be the frontline liaison across Help Desk, R1, the Returns Portal, and marketplace issues, configuring and troubleshooting our proprietary software with confidence.

You’ll grow into ownership of key workflows, document issues and feature requests, and contribute to a more organized, self-sufficient support operation as the role expands.