Technical Support Representative (5)

Technical Support Representative   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’re dedicated to building a better future for all, including environmental initiatives designed to reduce our carbon footprint. Some of our actionable initiatives include utilizing green energy, digitizing our internal processes, and implementing our unique cashless solutions. NRT believes in the value of connection and community. We believe that our diversity in skills and background make us a unique and formidable culture. Additionally, we believe in encouraging the growth of individual development, and recognize that our success depends on developing each other. We know that to be the innovative FinTech leader that we are, it’s all hands on deck. NRT knows that to stand firm, we need to stand together.  Our innovative products and success allow us to reward you with competitive salaries, paid time off, individual growth plans, community sharing, collaboration, Health Benefits (including medical, vision, dental, EAP, etc) and more.  NRT has metrics designed to get you to where you want to be in your career, and we are your biggest advocate for professional development. We provide training, product knowledge demos, tiered-lever skill building, development workshops, teambuilding exercises, webinars, collaboration, 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. 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