Technical Support Representative

Join to apply for the Technical Support Representative (5) role at NRT Technology Corp. Join to apply for the Technical Support Representative (5) role at NRT Technology Corp. About NRTNRT 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 Technical Support Representative About NRTNRT 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 leaderNRT 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: 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 CompetenciesListening skills Questioning skills Customer Service skills Interpersonal Skills (Verbal and Non Verbal) Problem Solving skills Rapport Building Techniques QualificationsMinimum 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 RequirementsAnalyze 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 TrainingPost-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 Seniority level Seniority level Entry level Employment type Employment type Full-time Job function Job function Information Technology Industries Gambling Facilities and Casinos Referrals increase your chances of interviewing at NRT Technology Corp. by 2x Sign in to set job alerts for “Technical Support Representative” roles. 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