Specialist, R1 Help Desk Tier 1

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

Job Details: Job Location: FL Miami - Aventura, FL 33180, Position Type: Full Time, Job Category: Support Service (Customer Service)

This is a chance to get hands-on with the proprietary software and operations behind one of the industry's fastest-growing reverse logistics and recommerce platforms. ReturnPro is looking for a team-oriented, driven, and energetic Specialist to join our Support team, the front line across Help Desk, R1, the Returns Portal, and marketplace issues.

You'll be a primary liaison between our clients and our development teams, learning the systems inside and out so you can configure, troubleshoot, and support with real confidence, not just a script. Beyond day-to-day resolution, you'll help us build something bigger: a more organized, better documented, and increasingly self-sufficient support operation.

As you grow into the role, you'll help take on work currently handled through distributed support coverage, sharpen ownership of key workflows, and cut down on the manual handoffs that slow everyone down.

This role will also be responsible for documenting issues and feature requests through Slack and ticketing software while maintaining clear communication with our development team and clients about those requests.

As our support model matures, this role is a launching point into broader ops and support-analyst work, the more ownership you take on, the more scope you'll grow into.

Primary Responsibilities/Essential Functions

This job description in no way states or implies that these are the only duties to be performed by the teammate occupying this position.

• Own intake, ticket creation, and case follow-up across Help Desk, R1, the Returns Portal, and marketplace support issues
• Act as the primary point of contact between clients and our development teams, resolving routine support questions and defined manual or portal work directly
• Assist clients with setup, configuration, and troubleshooting of our proprietary programs
• Keep clients and internal stakeholders updated with clear, regular communication throughout the life of a case
• Deliver clean, well-documented escalations to Help Desk leadership, Tier 2, or the right specialist Dev team, with the facts already gathered so no one has to start the investigation over
• Strengthen ticket documentation, catch duplicates early, and take real ownership of your cases from open to close
• Partner with building IT representatives as they take on first-line local investigation, helping them build sharper runbooks and complete, actionable Jira tickets before escalation
• Assist the SOP team in shaping better practices and processes as the support model evolves
• Ensure that support SLAs are consistently met with clients

Qualifications

• A minimum of 2 years of professional work experience in a software applications industry
• Demonstrate strong oral and written communication skills including the ability to communicate technical information to both technical and non-technical audiences
• Ability to manage client communication via multiple channels such as Outlook, Slack, and phone
• Ability to manage time and energy for efficient support
• Ability to learn and understand our proprietary in-depth software
• Ability to be adaptable and effectively handle changes in priorities and assignments
• Must be detail oriented and adhere to processes
• Ability to take issues and troubleshoot effectively
• Good judgment about what you can solve on your own, what needs further investigation, and what should move to the next level, you don't need to know every one of our systems on day one, just the drive to learn them quickly
• Strong Critical Thinking skills required
• Strong working knowledge of Excel preferred
• Previous experience in an operations or logistics environment is a plus
• Experience with Jira Service Desk or similar ITSM preferred
• Ability to succeed in a team environment
• Must be self-motivated, organized, and able to take initiative
• Qualified candidates will align with ReturnPro's core values, bringing collaboration and innovation to their work while fostering sustainable, people-centric solutions

This is more than a ticket queue. It's a seat at the table as we build a stronger, more capable support organization, with real opportunity to grow as the role and our proprietary platform grow together.