Note: The job is a remote job and is open to candidates in USA. CINC Systems is the largest provider of accounting and management software in the community association management industry. The Accounting Software Support Analyst provides front-line technical support focusing on accounting functionality and financial operations, while also working cross-functionally with various teams to resolve software issues and enhance customer experience.
Responsibilities
- Reproduce customer-reported accounting and payment issues to determine root cause and identify appropriate corrective action
- Resolve customer issues that do not require development team intervention, with particular depth in accounts payable, accounts receivable, bank reconciliation, and financial reporting workflows
- Provide accurate, professional responses to customers via email and phone, including step-by-step guidance on system features and workflows
- Document and route product modification and defect correction requests to the appropriate internal team and communicate status updates back to the customer
- Use enterprise AI tools—including Claude (Anthropic)—to research issues, draft and refine customer communications, and surface relevant knowledge base content
- Work within CINC’s AI-powered support ecosystem, including Support Assist (CINC’s AI Support Agent), to support faster and more consistent case resolution
- Apply AI-assisted workflows to triage, prioritize, and document cases
- Provide structured feedback on AI tool performance to support continuous improvement of prompts, outputs, and team-wide usage
- Create and maintain internal and customer-facing documentation for frequently asked questions and common issue resolution
- Author knowledge base articles for both internal and external audiences, ensuring content is accurate, clearly written, and structured for self-service use
- Train customers and internal staff on accounting system functionality and best practices
- Assist the Training and Implementation teams as needed
Skills
- High School Diploma or equivalent required
- 2+ years of software support experience, preferably in a SaaS or accounting software environment
- Solid understanding of core accounting principles, including GAAP, accounts payable, accounts receivable, accrual and cash basis accounting, bank reconciliation, and financial reporting
- Familiarity with banking terminology and payment processes, including ACH, EFT, and lockbox workflows
- Experience working within a CRM or support ticketing system
- Proficiency with Microsoft Office Suite
- Effective written and verbal communication skills, including the ability to explain financial concepts clearly to non-accounting audiences
- Detail-oriented, organized, and able to manage multiple priorities simultaneously
- Strong analytical thinking with the ability to break down complex accounting and system issues and identify root causes
- Self-directed with the ability to manage workload with minimal supervision
- Comfortable working in a fast-paced environment with evolving tools, processes, and AI-powered workflows
- Associate's or Bachelor's degree in Accounting, Finance, or a related field preferred
- Intercom experience preferred
- Familiarity with the community association management industry is a plus
- Demonstrated ability to use enterprise AI tools—including large language models such as Claude and AI chatbot interfaces—as part of day-to-day work
- Ability to construct effective prompts, evaluate AI-generated outputs, and apply them accurately in customer-facing contexts
Benefits
- Great working environment
- Work/life balance
- Medical
- Dental
- Vision
- Life Insurance
- Short-term & Long-term disability insurance
- Flexible Spending Plan (childcare & healthcare)
- 401K (matching available)
- 136 hours of paid time off per year
- 10 paid holidays per year
- Bonus holiday: Your birthday is a paid day off!
- 2 mental health/self-care days per year
- Free snacks (when in office)
Company Overview
Company H1B Sponsorship