Technical Support Representative - On-site
About NRT
At NRT, we build more than solutions: we build up each other.
NRT is a worldwide leader in future-ready FinTech and Information Technology designed to elevate and enhance the enterprise gaming industry. Our next-generation solutions encompass every aspect of the modern integrated resort, including secure payment systems, AML compliance and reporting tools, credit information and electronic marker services to intelligent and engaging table game platforms, dynamic financial and marketing kiosks, and our completely customizable digital gamification and mobile experiences. NRT has acquired JOINGO®, a revolutionary resort app engagement platform dedicated to unifying guest experiences, offering a seamless experience from booking to checkout through App Builder, which has more than 100 third-party integrations which are unmatched in the industry.
Our strategic partnerships have resulted in the most convenient, reliable, and secure omni-channel payment ecosystem in the industry. Our collective solutions are used by casinos, race and sports operators, lotteries, banks, and retailers-- globally-- to dazzle their guests.
We believe in the value of connection and community. Our diversity in skills and background make us a unique and formidable culture. We encourage the growth of individual development and recognize that our success depends on developing each other. To stand firm is to stand together.
Our combined innovation and success is rewarded through competitive salaries, paid time off, individual growth plans, community sharing, collaboration, Health Benefits (including medical, vision, dental, EAP, etc) and more. We provide training, product knowledge demos, tiered-lever skill building, development workshops, teambuilding exercises, webinars, and more. Joining NRT is more than a job-- it’s an opportunity to grow and discover.
To learn more about who we are and what we do, visit our website at www.nrttech.com.
Reporting to the Manager, Technical Support, the Technical Support Representative’s primary mandate is to resolve client issues in an effective and timely manner. The company’s solutions are mission critical to the business operations of a very demanding clientele. This is an on-site position and non-negotiable.
As the front line service point, the Technical Support Representative is expected to:
Ascertain problem description
Perform speedy analysis and issue resolution (preferably without external help)
Provide advice to clients or partners on technical questions
Escalate or reassign problem tickets to internal or external experts
Recommend service improvements
Core Competencies
Listening skills
Questioning skills
Customer Service skills
Interpersonal Skills (Verbal and Non Verbal)
Problem Solving skills
Rapport Building Techniques
Qualifications
Minimum 1 year experience in a technology support role in a helpdesk/call centre environment
Outstanding approach to teamwork, collaboration and communication
PC Hardware and Software troubleshooting experience
Ability to discuss and resolve complex issues over the telephone
Experience/willingness to work on a shift rotation
Superior written and verbal communication skills along with strong problem solving and organizational skills; ability to facilitate
Ability to understand the importance of SLA’s and delivering to client’s expectations
Ability to function efficiently without direct supervision
Excellent customer service skills with a professional demeanor at all times
Advanced trouble-shooting and problem solving skills for dealing with escalated issues; ability to visualize a problem or situation and think abstractly to solve it
General Requirements
Analyze internal and external client issues relating to technical support, and provide answers by identifying problems; sourcing answers; guiding client through corrective steps
Analyze and/or isolate the root cause of issues
Maintain and record issues in a clear and concise manner using the various Customer Support Centre tools
Maintaining technical knowledge and learning new products as required
Dispatch 3rd party hardware service suppliers in compliance with service agreements
Participate in special service-related meetings that are convened to address escalated issues
Maintain a friendly presence and helpful attitude
Understanding of the fundamental operations of NRT’s commonly used software, hardware, and other equipment in order to provide technical guidance for escalated issues
Heat (software)
Ability to multitask effectively during busy times; exercise patience and professionalism during stressful situations and when dealing with clients and subordinates
Ability to work responsibly with minimum supervision
Effective conflict resolution skills
Other duties as assigned by the Customer Support Centre Manager
Education and Training
Post-Secondary education in Information Technology
Bilingual in French would be an asset
Previous helpdesk or call centre experience would be an asset
Preference will be given to candidates with training, experience and/or certification in IT or networking (eg.MCP or MCSE)
A + Certification will be highly considered but not a pre-requisite
Proficient with Windows OS platforms (PC and Server)
Familiarity with a helpdesk Ticketing system considered an asset
NRT would like to thank all applicants for applying, but only those applicants best suited for the position will be contacted.
NRT is an equal opportunity employer. It is NRT’s policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best-qualified person for the job. NRT does not discriminate against applicants based on race, color, religion, sex, sexual orientation, national origin, or disability or any other status or condition protected by applicable law.
NRT welcomes and encourages applications from all. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you are selected for this position, please notify the HR team member for reasonable accommodation.
