Technical Support Representative

Technical Support Representative
About NRT
NRT is one of the 50 Best Managed Companies, and we're looking for a dynamic candidate who is motivated and passionate about working for a FinTech leader

NRT provides next-generation commerce and information-enabling experiences for enterprise customers around the world. Our solutions include secure payment systems, specialized financial and marketing kiosks, AML compliance tracking and reporting tools, digital gamification and mobile experiences, intelligent table game platforms, credit/marker information services and electronic marker solutions. We work with hundreds of casinos throughout North and South America, Asia and beyond.

We offer a competitive salary, group benefits (health, vision, dental and life insurances), career advancement opportunities, and an exciting environment. Individual and creative contributions to our company objectives are highly encouraged and recognized. You can read more about us at:

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.

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