Specialist, R1 Help Desk Support

Return Pro 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

• 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 Return Pro's core values, bringing collaboration, adaptability, and innovation to every aspect of their work while fostering sustainable, people-centric solutions.