Product Support Coordinator

Alta, Wyoming Product Support Coordinator (Part-Time, Seasonal) 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. Develop familiarity with all 26/27 Winter Season Mountain Access products (lift tickets and season passes). Understand operations, sales procedures and potential problems for all types of lift tickets and pass product types. Use Ticketing (RTP) and RFID gate (Axess) systems to troubleshoot tickets and pass scanning issues. Document and investigate ticketing errors to determine the cause of errors. Coordinate with other departments to address recurring user errors and retrain front line staff when necessary. Provide excellent guest service by resolving guest issues efficiently. Communicate system issues to Product Development and/or IT and assist in addressing the issues whenever possible. Monitor for potential fraudulent use and address and document instances of pass fraud with calm and professionalism. Notify appropriate personnel of any fraudulent use. Identify and implement strategies to improve the guest experience. Utilize telephones and two-way radios to communicate ticketing problems with supervisors and the ticket sales team. Provide timely responses to phone calls, voicemails, and emails. Respond to all guests and employees in a courteous and professional manner. Positively contributes to the team effort by assisting other staff as needed. Remain flexible with work location assignments, hours, and tasks depending on business needs. RESPONSIBILITIES TO SAFETY: 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. 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. Interest in data mining and analysis Proficiency with Microsoft Office Suite—especially Excel for data analysis and reporting. Strong analytical, organizational, and time management skills with keen attention to detail. Quick learner with the ability to adapt to new software and evolving resort systems. Thrives in a fast-paced, dynamic environment with multiple priorities and shifting timelines. Positive, “can-do” attitude and collaborative mindset. Passion for delivering an exceptional guest experience and supporting a fun, team-oriented resort culture. MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Able to accurately read and make measurements. LANGUAGE SKILLS Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Excellent verbal communication skills. REASONING ABILITY Ability to carry out detailed but uninvolved written or verbal instructions. Ability to deal with problems involving a few concrete variables in standardized situations. 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 50 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. Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Please see our website for a complete job description. View job details