Operator, Shift Lead - Customer Support Center

Operator, Shift Lead - Customer Support Center

About NRT
At NRT, we build more than solutions: we build up each other.

NRT is a worldwide leader in future-ready Fin Tech 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 makes 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 Fin Tech 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

The Operator, Shift Lead - Customer Support Center acts as the primary operational lead during assigned shift and provides technical support for internal and external clients by diagnosing, troubleshooting, and resolving basic issues across hardware, software, networking, and business applications. This role requires strong customer service skills, the ability to work independently, and comfort operating in a fast paced, high volume support environment.

Core Competencies

Problem‑Solving

Customer Service

Communication

Time Management

Multi‑tasking

Leadership

Delegation

Responsibilities

Provide shift supervision and act as the lead escalation point, ensuring smooth operations and timely resolution of complex issues.

Perform duties across both Tier 1 and Tier 2 support levels, adapting to operational needs and maintaining service continuity.

Support IT operations by assisting with production system maintenance, corporate infrastructure tasks, and scheduled operational activities.

Review outstanding hardware service calls, monitor progress, and raise escalations with vendors or internal teams when required.

Coordinate daily tasks, shift handovers, and reporting activities,…