Operator I 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 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 together. Our 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-- 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. The Operator I provides first line 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
Responsibilities • Serve as the primary point of contact for incoming support calls, ensuring each request is logged and owned through to resolution or escalation. • Perform initial troubleshooting on technical issues, gathering key details and documenting all findings accurately within the ticketing system. • Quickly assess incidents and escalate to Tier 2 support when predefined thresholds or complexity levels are met. • Triage calls efficiently, including coordinating dispatch to field technicians or next level support teams when required. • Monitor and respond to emails received in the shared support inbox, ensuring timely follow up and proper routing of inquiries. • Review outstanding service tickets regularly to ensure progress is maintained and service-level agreements (SLAs) are consistently met. • Maintain clear, concise, and complete ticket documentation to support smooth handoffs and accurate historical records. • Provide excellent customer service by communicating updates, managing expectations, and ensuring users feel supported throughout the incident lifecycle. • Identify recurring issues or trends and flag them to leadership or Tier 2 teams for further investigation. • Support overall service desk operations by contributing to workflow improvements and maintaining a high standard of responsiveness.
Qualifications • Bachelors degree or College diploma in Computer Science or related field • Pursuing or completed CompTIA A+ Certification is preferred • Strong troubleshooting experience with a focus on identifying root causes and restoring service quickly. • Previous experience supporting users in a clear and professional manner. • Experience or understanding using ticketing systems to log, track, and document incidents accurately throughout the support lifecycle. • Basic working knowledge of operating systems, including common functions, navigation, and system behavior. • Ability to follow standard operating procedures (SOPs), technical guides, and escalation paths to ensure consistent service delivery. • Understanding of networking fundamentals such as IP addressing, DNS, DHCP, and basic connectivity troubleshooting. • Some experience or knowledge of remote support tools • Detail oriented approach to documentation, communication, and adherence to service-level expectations.
This 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 perks. NRT is an equal opportunity employer and does not use AI within its hiring process in most cases. In a case where AI is utilized to assess a candidate during the process, an advanced notice will be provided. It is NRT’s 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 process. NRT would like to thank all applicants for applying, but only those applicants best suited for the position will be contacted.
