Product Support Coordinator

• Location 3300 Ski Hill Road,Alta, WY, 83414,United States
• Employee Type Seasonal FT

Contact information

Description

The Product Support Coordinator supports resort-wide product setup and maintenance across multiple software platforms, ensuring a seamless and efficient guest experience. This role focuses on building, testing, and maintaining products offered through all resort departments—including Mountain Sports School, retail, rentals, lift tickets and season passes, summer activities, and transportation. Additionally, this position plays a key role in Ticket Control during the winter season, providing back-end support and troubleshooting guest ticketing issues at lifts.

This position reports to the Product Development Manage rand collaborates closely with other resort teams such as reservations, retail, guest experience, and IT.

A key part of every employee's job is to serve as a Targhee ambassador, engaging the guest at every opportunity.

include the following. Other duties may be assigned.

• Build, test, maintain, and troubleshoot resort products across applicable software platforms, including products for Mountain Sports School, retail, rentals, lift tickets and season passes, summer activities, and transportation.
• Support winter Ticket Control operations by troubleshooting lift ticket and season pass issues using RTP, Axess, and other applicable resort systems.
• Investigate, document, and resolve ticketing, product, and system errors, identifying root causes and escalating issues to Product Development and/or IT when appropriate.
• Monitor product and ticket functionality to identify issues that may affect resort operations or the guest experience.
• Collaborate with resort departments to resolve recurring system or user issues and provide guidance or retraining to frontline staff as needed.
• Assist guests and employees with product and ticketing issues, providing timely and effective resolution.
• Monitor for potential fraudulent pass use; professionally address and document incidents and notify appropriate personnel in accordance with resort procedures.
• Identify and implement opportunities to improve product functionality, operational efficiency, and the guest experience.
• Communicate ticketing and system issues to supervisors, ticket sales teams, Product Development, IT, and other appropriate departments using phone, radio, email, and other communication channels.
• Respond promptly to product support requests, phone calls, voicemails, and emails.
• Maintain working knowledge of current Mountain Access products, sales procedures, operational processes, and common troubleshooting scenarios.
• Perform other job-related duties as assigned.

• Protect the safety of self, workers, and Grand Targhee Resort guests.
• Report any potentially harmful equipment or situations to the immediate supervisor without delay.
• Report safety-related accidents and incidents at once to immediate supervisor.
• Follow all company and department safety policies and procedures as outlined in the Resort’s Occupational Safety & Health Compliance Manual and department-specific procedures or manuals.
• Operate equipment safely so that it will not lead to injury to yourself or others.
• Drive in accordance with the law and Grand Targhee Resort policies.

This job has no supervisory responsibilities.

Due to the nature of the recreation industry, we are in operation seven days a week. This includes weekends and holidays and there is no guarantee of hours. Flexible working hours may be required based on the business levels.

Bachelor's degree in Business, Information Systems, or related field (or equivalent experience). 2+ years of experience in resort operations, business analysis, or product implementation preferred. Experience with resort POS/e-commerce systems (e.g., RTP, Inntopia, Aspenware, or similar) a plus. Mountain Operations and/or RTP experience preferred.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are…