ReturnPro is looking for a team-oriented, driven, and energetic Help Desk Specialist. The Help Desk Specialist will be a primary liaison between our clients and our development teams. The Help Desk Specialist will be expected to learn our proprietary software and the operations that utilize it to assist in configuring, troubleshooting, and supporting clients. This role will also be responsible for documenting issues and feature requests through Slack and ticketing software while maintaining communication to our development team and the client about those requests.
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.
Act as the primary point of contact between clients and development team
Collaborate with implementation team and clients to train and support users
Assist clients with setup, configuration, and troubleshooting of programs
Assist SOP team in providing best practices for processes
Creating and maintaining Tickets for software bugs, tasks, and feature requests
Ensuring that support SLAs are met with clients
Requirements
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
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, adaptability, and innovation to every aspect of their work while fostering sustainable, people-centric solutions.