Technical Support Representative (5)

Job Description

Posted Thursday, April 9, 2026 at 4:00 AM

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, including secure payment systems, AML compliance tools, digital gamification, intelligent gaming platforms and more. 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 are highly encouraged and recognized.

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 demanding clientele.

Responsibilities

• 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
• Analyze internal and external client issues relating to technical support, and provide answers by identifying problems, sourcing answers, and guiding clients through corrective steps
• Analyze and/or isolate the root cause of issues
• Maintain and record issues in a clear and concise manner using the Customer Support Centre tools
• Maintain technical knowledge and learn new products as required
• Dispatch third‑party hardware service suppliers in compliance with service agreements
• Participate in special service‑related meetings to address escalated issues
• Maintain a friendly presence and helpful attitude
• Understand the fundamental operations of NRT’s commonly used software, hardware, and other equipment to provide technical guidance for escalated issues
• Multitask effectively during busy times and exercise patience and professionalism during stressful situations and when dealing with clients and subordinates
• Work responsibly with minimum supervision
• Other duties as assigned by the Customer Support Centre Manager

Core Competencies

• Questioning skills
• Customer service skills
• Interpersonal skills (verbal and non‑verbal)
• Problem‑solving skills

Qualifications

• Minimum one year experience in a technology support role in a helpdesk or 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 or willingness to work on a shift rotation
• Superior written and verbal communication skills along with strong problem‑solving and organizational skills; ability to facilitate
• Understanding of SLA importance and delivering to client expectations
• Ability to function efficiently without direct supervision
• Excellent customer service skills with a professional demeanor at all times
• Advanced troubleshooting and problem‑solving skills for dealing with escalated issues; ability to visualize a problem or situation and think abstractly to solve it

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 (e.g., MCP or MCSE)
• A+ certification will be highly considered but not a prerequisite
• Proficiency with Windows OS platforms (PC and Server)
• Familiarity with a helpdesk ticketing system is considered an asset