Job Description & How to Apply Below
Job Description
Posted Thursday, January 15, 2026 at 5:00 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 Fin Tech 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.
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
Core Competencies
Questioning skills
Customer Service skills
Interpersonal Skills (Verbal and Non Verbal)
Problem Solving skills
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
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
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
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