Technical Support Specialist
5 days ago
Alterra Mountain Company is seeking a highly skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will be responsible for providing technical support and administration for our Direct to Access (DTA) platform, which supports our season passes, including Ikon.
Key Responsibilities:- Provide technical support and administration for the DTA platform, including integrations with AMP and Inntopia, Central RTPONE application, cloud-based DTA services, and Ikon Appliances.
- Collaborate with internal stakeholders in Marketing, Finance, and Operations to understand their needs and champion our destinations and their use of the system.
- Work with internal stakeholders and teams throughout the year to ensure the system's configuration drives the stated business objectives.
- Support software engineers in writing clear requirements and stories, and develop, share, and mentor other analysts and engineers with your deep domain knowledge.
- Document issues, including research performed, steps taken to reproduce, and steps taken to resolve.
- Prioritize and escalate issues to assure timely problem resolution.
- 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 systems 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.
- 3+ years supporting critical enterprise systems.
- 3+ years in technology, support desk, quality assurance, or similar fields.
- 3+ years practical experience in operational software support methodologies, using various business productivity tools like Fresh Service, Jira, Confluence, Visio/LucidChart, Teams/Slack.
- 3+ years Proven ability querying databases using T-SQL.
- Experience with reading and updating JSON.
- Proven record delivering clear and timely communications to stakeholders and team members.
- Demonstrated understanding of project scope, schedule, change, and quality management.
- Understanding of Ski Industry Resort operations preferred.
- Ability to work in a team environment as well as independently.
- Professional/lived experience working in a culturally competent manner with a diverse range of people.
- Bachelor's degree in technical field, or 5 years in applicable technical role with related responsibilities.
Alterra Mountain Company and its affiliates are equal opportunity employers. The base salary range for this position is $58,000 to $81,000 per year. Application deadline is ongoing. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.
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