Specialist, R1 Help Desk Tier 1

This is a chance to get hands-on with the proprietary software and operations behind one of the industrys 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.

Youll 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, youll help us build something bigger: a more organized, better documented, and increasingly self-sufficient support operation. As you grow into the role, youll 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 youll 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

• 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 dont 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.