Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
7/28/2017
Job Category:
Customer Service
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Technical Support I
LAS VEGAS SANDS CORP. | Las Vegas, New Mexico
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Job Description

Position Overview:

The primary responsibility of the Technical Support Level I is to provide excellent customer service and support to LVS Internal and External guests and users. This position will be responsible for handling Level 1 incidents related to software applications, IT systems, and other related requests via the telephone and email.  All duties are to be performed in accordance with departmental and The Venetian | The Palazzo Casino, Resort’s policies, practices and procedures.

Essential Duties & Responsibilities:

  • Provide technical assistance to Team Members and Guests.
  • Create incident tickets and address Team Member and Guest issues with technical support and troubleshooting.
  • Complies with logging incidents with Incident Management.
  • Complies with documentation guideline for proper ticket writing and troubleshooting.
  • Monitor systems located in the computer room.
  • Utilize every asset and attempt (exhaust all resources) to assist callers over the phone.
  • Be available and flexible in schedule of work hours for mandatory meetings or emergency shift adjustments.
  • Provides ideas and suggestions for new products, services, technology and processes to ensure VCR’s competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment.
  • Provide exceptional customer service by consistently demonstrating professionalism in phone demeanor and interaction with our Team Members and Guests.
  • Maintain a clean and organized appearance and work space.
  • Assess, evaluate and review technical operation of systems. Escalate incidents to appropriate support teams.
  • Facilitate and/or participate in Incident Management process.
  • Execute business communication on system planned maintenance, incident status notifications (initial notification, resolution, details etc.).
  • Consistent and regular attendance is an essential function of this job
  • Performs other related duties as assigned

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Minimum Qualifications:

Company Standards of Conduct

All Venetian | Palazzo Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct. Team Members are expected to behave in a manner that supports a harmonious work environment to help us deliver unmatched service to our guests and customers.

 

Minimum Qualifications

  • 21 years of age.
  • Proof of authorization/eligibility to work in the United States.
  • High school diploma or equivalent.
  • Two or four year degree preferred.
  • Must be able to obtain and maintain any certification or license, as required by law or policy for the position. 
  • Prefers six (6) months of related technical support experience.
  • One year customer service experience required.
  • ITIL Certification preferred.
  • Basic knowledge and understanding of Incident Management, Service Delivery and Time Tracking.
  • In-depth knowledge of Windows operating systems strongly desired.
  • Ability to diagnose problems by reading log files and using network or application diagnostics tools.
  • Strong analytical and problem solving skills.
  • Ability to communicate effectively in a positive/upbeat fashion utilizing English, both in spoken and written form.
  • Have interpersonal skills with focused attention to guest needs to deal effectively with all business contacts.
  • Maintain a professional, neat and well-groomed appearance adhering to Company appearance standards.
  • Maintain consistent adherence to the Venetian and Palazzo Unmatched Guest Service Standards.
  • Curiosity for learning new technologies.
  • Work varied shifts, including weekends and holidays.
  • Must have excellent communication skills and polite, professional telephone etiquette.
  • Must be able to work varied shifts, including weekends and holidays.

Physical Requirements:

Must be able to:

  • Physically access all areas of the property and drive areas.
  • Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
  • Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, team members, and outside contacts.
  • Withstand prolonged walking, standing, sitting for extensive periods, stretching, bending and kneeling without restriction.
  • Work in a fast-paced, results oriented and dynamic environment.
  • Use office equipment, including but not limited to computer, monitor, keyboard, mouse, printer, scanner, copier, fax, etc.
  • Work indoors and be exposed to various environmental factors such as, but not limited to CRT, fatigue, noise, dust, and cigarette smoke. 

About LAS VEGAS SANDS CORP.

Las Vegas Sands Corp (LVSC) owns and operates The Venetian Resort Hotel Casino (The Venetian Las Vegas), The Palazzo Resort Hotel Casino (The Palazzo) and The Sands Expo and Convention Center (the Sands Expo Center) in Las Vegas, Nevada, and the Sands Macao, The Venetian Macao Resort Hotel (The Venetian Macao) and the Four Seasons Hotel Macao, Cotai Strip (the Four Seasons Macao) in Macao, People's Republic of China (China). The Company is creating a master-planned development of integrated resort properties, anchored by The Venetian Macao. In addition, the Company is developing Marina Bay Sands, an integrated resort in Singapore, and Sands Casino Resort Bethlehem (the Sands Bethlehem), an integrated resort in Bethlehem, Pennsylvania. (Source: 10-K)

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