Operator I - Customer Support Center

NRT Technology Corp.; Toronto; On-site; CAD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Paid time off

Variety of other perks

Job summary

NRT Technology Corp. in Toronto, Ontario is looking for an Operator I to provide first-line technical support to clients. This role requires diagnosing and resolving hardware and software issues, ensuring excellent customer service in a fast-paced environment. Candidates should have a degree in Computer Science or related field, along with troubleshooting experience and familiarity with ticketing systems. A comprehensive benefits package is offered, including medical and dental insurance.

Qualifications

• Experience in troubleshooting with a focus on root cause identification.
• Experience using ticketing systems to document incidents.
• Basic understanding of networking fundamentals.

Responsibilities

• Serve as the primary point of contact for incoming support calls.
• Perform initial troubleshooting on technical issues.
• Monitor and respond to emails in the shared support inbox.

Skills

Problem-Solving

Customer Service

Communication

Time Management

Multi-tasking

Education

Bachelor’s degree or college diploma in Computer Science or related field

CompTIA A+ Certification (preferred)

Job description

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 elevate to Tier 2 support when predefined thresholds or complexity levels are met.
• Triage calls efficiently, 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

• Bachelor’s 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.

Benefits

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.

Equal Opportunity Employer

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.