Accounting Software Support Analyst

CINC Systems•Duluth, GA

2d•Hybrid

About The Position

The Accounting Software Support Analyst provides front-line technical support to CINC Systems clients, with a focus on accounting functionality, banking and payment workflows, and financial operations within the Cephai platform. This role diagnoses and resolves software issues, responds to customer inquiries, and documents cases in accordance with internal standards. The Accounting Software Support Analyst reports to the Support Supervisor or Manager and works cross-functionally with Product, Engineering, Training, and Implementation teams. ABOUT CINC SYSTEMS CINC Systems is the largest provider of accounting and management software in the community association management industry and the innovator behind accounting and banking integration. Founded in 2005 as the industry’s first SaaS offering, CINC now employs nearly 400 people and serves more than 1,000 management companies across 55,000+ associations, supporting more than 6 million doors. In January 2024, Hg Capital made a significant investment in CINC to accelerate the company’s growth trajectory and drive rapid product development. At CINC, innovation drives our growth and our people sustain it. We are proud of our humble, accountable, and team-oriented culture—and we are committed to building products and a workplace that create long-term value for our customers and our team.

Requirements

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; Intercom experience preferred.
Proficiency with Microsoft Office Suite.
Working knowledge of customer support and communication platforms, including Intercom.
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.
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.

Nice To Haves

Associate’s or Bachelor’s degree in Accounting, Finance, or a related field preferred.
Familiarity with the community association management industry is a plus.

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.