Technical Support Analyst
Alterra Mountain Company (HQ)

Job Info

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COMPANY OVERVIEW

AUTHENTICITY | PASSION | COMMUNITY | INNOVATION | ADVENTURE

Alterra Mountain Company is a family of 15 iconic year-round destinations, including the world's largest heli-ski operation, offering the Ikon Pass, the new standard in season passes. The Ikon Pass connects the most iconic mountains across North America, Australia, New Zealand, Japan and Chile, delivering authentic, memorable snow adventures. Alterra Mountain Company owns and operates a range of recreation, hospitality, real estate development, food and beverage, retail, and service businesses.

Headquartered in Denver, Colorado, with destinations across the continent, Alterra Mountain Company is rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain Company's family of diverse playgrounds spans six U.S. states and three Canadian provinces: Steamboat and Winter Park Resort in Colorado; Squaw Valley Alpine Meadows, Mammoth Mountain, June Mountain and Big Bear Mountain Resort in California; Stratton and Sugarbush in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Crystal Mountain in Washington; Deer Valley Resort and Solitude Mountain Resort in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia. Also included in the portfolio is Alpine Aerotech, a worldwide helicopter support and maintenance service center in British Columbia, Canada. Alterra Mountain Company honors each destination's unique character and authenticity and celebrates the legendary adventures and enduring memories they bring to everyone.

A career with Alterra Mountain Company is more than what you do today; it's being part of creating a community rooted in the spirit of the mountains, united by a passion for adventure, and celebrating the legendary adventures and enduring memories that mountains bring to everyone.

BESIDES WORKING SOMEWHERE AWESOME, WHAT'S IN IT FOR YOU?

• Free skiing + riding privileges across the family of Alterra Mountain Company resorts for all eligible employees and their dependents. And, discounted rates at non Alterra-owned Ikon Pass destinations.
• Flexible Time Off (FTO) policy for eligible employees to rest, relax and recharge
• Generous discounts on outdoor gear, apparel, rental cars, etc.
• Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more
• 401(k) plan with generous company match
• Paid parental leave of up to 6 weeks for eligible employees
• Commuter benefits (Denver employees only)
• Brand new Alterra Mountain Company office located in Denver's RiNo Art District neighborhood

POSITION SUMMARY

The Technical Support Analyst position will be an integral contributor to the stability of Alterra's Direct to Access (DTA) platform. This position will be largely responsible for the technical support and administration of the DTA platform, which supports Alterra's season passes, including Ikon, and is comprised of multiple individual systems and components. This includes the integration with AMP and Inntopia; support of the Central RTPONE application, cloud-based DTA services, and Ikon Appliances; and the integration to resort POS systems.

This position requires a driven self-starter who learns quickly, can traverse both technical and business domains, and can build collaborative relationships with both the development and product teams. This position will rely on skills and experience across technical support, system administration, and business analysis. The ideal candidate has a history of developing a deep understanding of business functions and procedures, managing complex software platforms, and collaborating effectively with cross-functional teams.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

ESSENTIAL DUTIES

General Responsibilities

• Review and research incoming support tickets through Fresh Service, focusing on triage to determine criticality; communications to affected parties; steps to resolve if possible or escalation if necessary.
• Clearly communicate with multiple stakeholders in a very timely fashion the status of any issues or actions necessary to resolve.
• Thoroughly document issues, including research performed, steps taken to reproduce, and steps taken to resolve.
• Work with engineering team for escalated issues to articulate the issue, steps to reproduce, and support testing and confirmation of resolution.
• Prioritize and appropriately escalate issues to assure timely problem resolution.
• Work with users and business partners as needed to share information and resolve problems.
• Provide regular status updates of issues, defects, and platform risks.
• Maintain product setup, including creation and updates, while coordinating with marketing and accounting resources.
• Perform platform administration activities, focused primarily on configurations of the many system components, product mappings between AMP, Central and Resort Systems.
• Perform platform testing to support new feature development, regression testing, and deployment activities.
• Participate in and support the product release process.
• Develop and maintain system and support documentation.
• Develop and maintain a working knowledge of Ski industry processes and procedures.
• Develop and maintain a working knowledge of Alterra's point-of-sale, eCommerce, and access control systems.

Additional responsibilities:

• Communicate and partner effectively with a variety of team members across Alterra Mtn Co and external partners
• Demonstrate proactive problem resolution abilities, demonstrate an ability to be a problem solver
• Identify platform challenges and provide appropriate process and procedures to mitigate those challenges
• Foster a culture of collaboration, creativity, and innovation.
• This position may be required to work evenings, weekends, and holidays.
• Other duties as assigned

REQUIRED QUALIFICATIONS

• 2+ years working in or supporting e-commerce and POS sales platforms; Experience with RTPONE a big plus.
• 2+ years as an application system administrator, support analyst, business analyst, or similar responsibility.
• 2+ years of experience with quality assurance testing.
• Proven time- and task-management skills, ensuring all activities are completed as planned.
• History of clear and timely communications with stakeholders and team members
• Experience writing Transact-SQL to query databases.
• Experience with reading and updating JSON.
• Familiarity with integration and event-driven principles preferred.
• Experience managing many complex tasks simultaneously.
• Understanding of Ski Industry Resort operations preferred.

EDUCATION REQUIREMENTS

• Bachelor's degree in relevant field required

The base salary range below represents the low and high end of the Alterra Mtn Co Shared Services Inc. salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Alterra Mtn Co Shared Services Inc.'s total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits.

Denver area base salary range: $63,000 - $95,000 per year

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations 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 walk, talk, see, hear, and operate a computer and other office productivity machinery.

WORKING CONDITIONS

Indoor/Outdoor: While performing the duties of this job, the employee may be exposed to harsh and varying outside weather conditions.

Hazardous Materials/Noise: The noise level in the work place is usually moderate.

This job description is not an exhaustive list of all functions and responsibilities that an employee may be required to perform in this position. Alterra Mtn Co Shared Services Inc. and its affiliates reserve the right to modify, increase, decrease, suspend, and or eliminate any of the essential duties and/or the position in its entirety.

This job description is not an express or implied contract, guarantee, promise, or covenant of employment for any set term or duration, or for termination only for cause.

Employment with Alterra Mtn Co Shared Services Inc. or any of its affiliates is "at will" meaning either party may terminate the employment relationship at any time with or without cause and with or without notice.

This position is located in Colorado, and the work is primarily in Denver, CO and, as such, employment in this position is subject to the labor and employment laws of the state of Colorado.

Alterra Mtn Co Shared Services Inc. and its affiliates are equal opportunity employers and maintain drug-free workplaces. All employees and candidates are reminded that Alterra Mtn Co Shared Services Inc. and its affiliates adhere to all applicable labor and employment laws, and State, County, and City-specific labor and employment regulations, where applicable.

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