Support Analyst

SUMMARY:

RTP specializes in software and services unique to the resort, in particular, ski resort industry. RTP has 2 core products – Resort POS (original product) and RTPONE (newer product based on .net/xml) which provide a variety of modules including:  POS, Retail, Rental, Ticket/Pass, Activities, Golf, and Food & Beverage. 

The RTP Professional Services Business unit is responsible for delivery and support of our software to our customers.  The Customer Support team is responsible for help desk & support activities during and primarily post-implementation.  The Support team may also conduct remote user training and interfaces with account and project management (and development team) to ensure support issues are being resolved.

POSITION DESCRIPTION:
The RTP Support Analyst position is an entry-level position within RTP LLC’s core business unit and will provide entry level (tier 1) technical support to end users on a variety of issues. The ideal candidate will be able to identify, research, and resolve technical problems and technical requests that are reported via telephone calls and emails. This person will need to track and monitor all problems to insure their timely resolution. The ideal candidate will have first-hand knowledge of ski and other resort operations, have some technical support and customer service background, and/or familiar with a call center environment.

Duties and responsibilities:

• Help Desk (phone, email, and in person requests) coverage responsibilities
• Responsible for maintaining customer satisfaction
• Overall responsibility for closing open cases and communicating status back to customer
• On-call status for product support outside of normal business hours and some holidays
• Special projects as determined by supervisor
• Have strong oral and written communication skills
• Must act as an Advocate to RTP for the customer internally
• Be open to other administrative-type tasks

Education and Experience:

• Bachelor's Degree required
• Prior technical Help Desk experience preferred
• Prior industry or product knowledge preferred
• Proficiency in MS Word, MS Excel, MS Outlook a must

Desirable Skills / Characteristics:

• Outstanding organizational skills
• This position requires ample patience, as you are dealing with customers who are having immediate software difficulties
• This position demands professionalism as Support Analyst will be representing RTP to our customers at all times
• Knowledge of ResortPOS or RTP|ONE software is highly desirable
• 3-5 years of ski industry or resort experience is highly desirable
• Ability to identify and delegate tasks effectively, and to work in a team environment
• Technical Skills including Windows Products, Microsoft SQL, Microsoft Reporting Services, computer peripherals desirable
• Ability to work flexible schedule/hours (possibly a Saturday or Sunday shift)

APPLICATION PROCESS
Please submit cover letter and resume directly to jobs@rtp.com and specify the “Support Analyst” - in the subject line.  

About RTP: RTP (Resort Technology Partners) is a privately held company that provides advanced software, internet, and ecommerce solutions to hospitality industry businesses, including ski resorts, tour & travel businesses, golf management companies, theme parks, attractions, etc.  RTP is a very successful, rapidly growing business with approximately 80 employees and hundreds of customers in 4 countries.  In addition to offering tremendous career opportunities, RTP is a great place to work!  Our offices are in Avon, Colorado, within minutes of Vail and Beaver Creek ski resorts.  We offer excellent benefits such as competitive salaries, bonus plans, stock options, 401K plan, and medical/dental/life insurance benefits.

RTP, LLC is an Equal Opportunity/Affirmative Action Employer

Other Fun Facts:
Minutes away from Vail and Beaver Creek mountains
Located on the Eagle River (fly-fishing, kayaking, rafting)
Next to the Eagle-Summit County bike path (a paved bike path from Edwards to Breckenridge)
Within 30 minutes of 7 golf courses
On-premise workout room, heated pool, and hot tub