Note: The job is a remote job and is open to candidates in USA. CINC Systems provides accounting and management software for the community association management industry, including integrated banking solutions. The Software Support Analyst will support customers during a four-month contract by troubleshooting software issues, providing clear guidance, documenting enhancement requests, creating user documentation, and assisting with customer training and implementation.
Responsibilities
- Reproducing the customer issue to determine root cause and appropriate corrective action
- Resolving customer issues that do not require development team intervention
- Documenting and forwarding customer requests for modification or enhancement to the appropriate team and providing feedback to the customer on such requests
- Providing thorough, accurate, and professional responses to customers, including step-by-step instructions for using any component of the system, via email or phone
- Building rapport with customers so that CINC is known for providing outstanding service and support
- Creating user documentation to handle frequently asked questions
- Training customers or other staff to increase the skills of the end users to reduce repeat cases
- Assisting the training and implementation teams, as needed
Skills
- High School Diploma or equivalent
- Basic understanding of core accounting principles, including Generally Accepted Accounting Principles (GAAP), Accounts Payable, Accounts Receivable, accrual and cash basis accounting and financial reporting
- Familiarity with banking terminology and processes
- 2+ years of software support experience
- Proficiency with Microsoft Office Suite
- Effective communication skills, both written and verbal
- Detail-oriented, organized, and able to multi-task
- Self-starter with a passion to exceed customer expectations, able to ramp up quickly with minimal onboarding time
- Strong analytical thinking
- Ability to understand a situation by breaking it down systematically into its component parts and identifying the relationships between the parts
- Available to commit to the full 4-month duration of the assignment
- Experience with business payment networks (e.g., ACH/NACHA rules, wires) preferred
- Familiarity with the Community Association Industry and Salesforce are a plus
Benefits
- Hybrid work in Georgia, USA, or remote work for non-local candidates
Company Overview