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 company is seeking a contract Software Support Analyst to resolve customer software issues, provide clear technical guidance, document requests, create user documentation, and support customer training during a four-month assignment.
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 (Georgia, USA) or remote for non-local candidates
Company Overview