Product Support Coordinator

SUMMARY

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 Manager and 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. 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.

1. Support winter Ticket Control operations by troubleshooting lift ticket and season pass issues using RTP, Axess, and other applicable resort systems.

1. Investigate, document, and resolve ticketing, product, and system errors, identifying root causes and escalating issues to Product Development and/or IT when appropriate.

1. Monitor product and ticket functionality to identify issues that may affect resort operations or the guest experience.

1. Collaborate with resort departments to resolve recurring system or user issues and provide guidance or retraining to frontline staff as needed.

1. Assist guests and employees with product and ticketing issues, providing timely and effective resolution.

1. Monitor for potential fraudulent pass use; professionally address and document incidents and notify appropriate personnel in accordance with resort procedures.

1. Identify and implement opportunities to improve product functionality, operational efficiency, and the guest experience.

1. 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.

1. Respond promptly to product support requests, phone calls, voicemails, and emails.

1. Maintain working knowledge of current Mountain Access products, sales procedures, operational processes, and common troubleshooting scenarios.

1. Perform other job-related duties as assigned.

RESPONSIBILITIES TO SAFETY:

1. Protect the safety of self, workers, and Grand Targhee Resort guests.

1. Report any potentially harmful equipment or situations to the immediate supervisor without delay.

1. Report safety-related accidents and incidents at once to immediate supervisor.

1. 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.

1. Operate equipment safely so that it will not lead to injury to yourself or others.

1. Drive in accordance with the law and Grand Targhee Resort policies.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

WORK SCHEDULE  

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.

EDUCATION and/or EXPERIENCE

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.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Proficiency with Microsoft Office Suite, particularly Excel.

• Strong analytical and problem-solving skills with excellent attention to detail.

• Strong organizational and time-management skills with the ability to manage multiple priorities.

• Ability to quickly learn and adapt to new software, systems, and processes.

• Collaborative, service-oriented approach with a commitment to an exceptional guest experience.

• Interest in data analysis and reporting.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

LANGUAGE SKILLS

Ability to read and comprehend instructions, correspondence, and job-related documentation. Ability to communicate clearly and professionally in writing and verbally with guests, coworkers, and other departments. Ability to effectively present information in one-on-one and small-group settings.

REASONING ABILITY

Ability to follow detailed written and verbal instructions, troubleshoot problems, identify potential causes, and determine appropriate solutions. Ability to exercise sound judgment and escalate issues when necessary.

PHYSICAL DEMANDS 

The physical demands and work environment described here are representative of those that must be met and may be encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, the employee is exposed to outside weather conditions. The noise level in the work environment is usually moderate.