Specialist, R1 Help Desk Tier 1

Location: Miami, Florida 33180, United States

Company

Develops proprietary software and operations for reverse logistics and recommerce.

What you will do

• Own intake, ticket creation, follow-up, and resolution across Help Desk, R1, the Returns Portal, and marketplace support.
• Configure and troubleshoot proprietary software and assist clients with setup and portal-related issues.
• Act as the primary liaison between clients, internal stakeholders, and development teams.
• Create accurate escalations, document issues and feature requests, identify duplicate tickets, and manage cases through closure.
• Partner with building IT representatives to improve runbooks and Jira tickets.
• Help strengthen support processes and ensure client SLAs are met.

Requirements

• At least 2 years of professional experience in the software applications industry.
• Strong written and verbal communication skills, including the ability to explain technical information to technical and non-technical audiences.
• Experience managing client communication through Outlook, Slack, phone, or similar channels.
• Ability to troubleshoot issues, learn proprietary software quickly, manage changing priorities, and follow processes.
• Strong critical thinking, organization, initiative, judgment, and teamwork skills.
• Working knowledge of Excel is preferred; Jira Service Desk or similar ITSM experience and operations or logistics experience are advantageous.

Culture & Benefits

• Team-oriented support environment with collaboration and innovation as core values.
• Opportunity to grow into broader operations and support-analyst responsibilities.
• Increasing ownership as the support organization and proprietary platform evolve.