Help Desk Tier 1 Specialist: Path to Strategic Support Ops

ReturnPro; Miami (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

ReturnPro is seeking a hands-on Support Specialist to join our fast-growing reverse logistics and recommerce platform. You will be the frontline liaison between clients and development, configuring, troubleshooting, and guiding users through our proprietary software.

You’ll document issues, improve processes, and help us build a more self-sufficient support operation as the role expands. As you grow, you’ll take on broader ops and support-analyst work, with ownership of workflows and clearer

Qualifications

• 2+ years in software applications
• Strong written and verbal communication skills
• Ability to manage client communications across channels
• Attention to detail and adherence to processes
• Familiarity with Jira or ITSM tools
• Experience in operations or logistics is a plus

Responsibilities

• Own intake, ticket creation, and case follow-up across Help Desk and related portals
• Serve as primary liaison between clients and development teams
• Assist clients with setup, configuration, and troubleshooting of proprietary programs
• Maintain clear, regular communication throughout a case lifecycle
• Provide well-documented escalations with all facts gathered
• Improve ticket documentation and runbooks; influence handoffs and escalation quality
• Support SOPs and ensure SLAs are met

Skills

2+ years experience

Strong communication

Excel

Jira Service Desk

ITSM

Team collaboration

Tools

Jira Service Desk

Job description

ReturnPro is seeking a hands-on Support Specialist to join our fast-growing reverse logistics and recommerce platform. You will be the frontline liaison between clients and development, configuring, troubleshooting, and guiding users through our proprietary software.

You’ll document issues, improve processes, and help us build a more self-sufficient support operation as the role expands. As you grow, you’ll take on broader ops and support-analyst work, with ownership of workflows and clearer