Operator I Customer Support Center

Operator I - Customer Support CenterAbout NRTAt NRT we build more than solutions: we build up each 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 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 believe in the value of connection and community. Our diversity in skills and background make us a unique and formidable culture. We encourage the growth of individual development and recognize that our success depends on developing each other. To stand firm is to stand combined innovation and success are rewarded through competitive salaries paid time off individual growth plans community sharing collaboration Health Benefits (including medical vision dental EAP etc) and more. We provide training product knowledge demos tiered-lever skill building development workshops teambuilding exercises webinars and more. Joining NRT is more than a job-- its an opportunity to grow and learn more about who we are and what we do visit our website at Operator I provides firstline 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 fastpaced highvolume support CompetenciesProblem-SolvingCustomer ServiceCommunicationTime ManagementMulti-taskingResponsibilitiesServe as the primary point of contact for incoming support calls ensuring each request is logged and owned through to resolution or initial troubleshooting on technical issues gathering key details and documenting all findings accurately within the ticketing assess incidents and escalate to Tier 2 support when predefined thresholds or complexity levels are calls efficiently including coordinating dispatch to field technicians or nextlevel support teams when and respond to emails received in the shared support inbox ensuring timely followup and proper routing of outstanding service tickets regularly to ensure progress is maintained and service-level agreements (SLAs) are consistently clear concise and complete ticket documentation to support smooth handoffs and accurate historical excellent customer service by communicating updates managing expectations and ensuring users feel supported throughout the incident recurring issues or trends and flag them to leadership or Tier 2 teams for further overall service desk operations by contributing to workflow improvements and maintaining a high standard of degree or College diploma in Computer Science or related fieldPursuing or completed CompTIA A Certification is preferredStrong troubleshooting experience with a focus on identifying root causes and restoring service experience supporting users in a clear and professional or understanding using ticketing systems to log track and document incidents accurately throughout the support working knowledge of operating systems including common functions navigation and system to follow standard operating procedures (SOPs) technical guides and escalation paths to ensure consistent service of networking fundamentals such as IP addressing DNS DHCP and basic connectivity experience or knowledge of remote support toolsDetail oriented approach to documentation communication and adherence to service-level is an existing vacancy. The base salary range for this role listed is based on market indicators to determine compensation and an offer will consider various factors including experience qualifications skills and training. Our comprehensive and competitive benefits package includes medical dental and vision insurance for employees and their family paid time off and a variety of other is an equal opportunity employer and does not use AI within its hiring process in most a case where AI is utilized to assess a candidate during the process an advanced notice will be provided. It is NRTs policy to recruit and select applicants for employment solely on the basis of their qualifications with emphasis on selecting the best-qualified person for the job. NRT does not discriminate against applicants based on race color religion sex sexual orientation national origin or disability or any other status or condition protected by applicable law. NRT welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection would like to thank all applicants for applying but only those applicants best suited for the position will be contacted.
Employment Type : Full Time
Experience: years
Vacancy: 1