Software Support Analyst - Hybrid (Georgia, USA) or Remote for Non-Local Candidates

CINC Systems•Duluth, GA

8d•Hybrid

About The Position

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 by a banker as the industry’s first SaaS offering, CINC Systems now employs nearly 400 people and provides software and applications to more than 50,000 associations servicing over 5 million doors. In January of 2024, Hg Capital made a significant investment in CINC to accelerate the company’s growth trajectory and institute 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. This role is rewarding for customer-centric professionals who enjoy embracing challenges and believe in taking a consultative approach to solving clients' problems. Individuals in this role report to the Software Support Supervisor and work with all other departments to ensure customer needs are met. This role is not a dull cookie cutter call-center like role.

Requirements

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
Detailed oriented, organized and able to multi-task
Self-starter with a passion to exceed customer expectations
Strong analytical thinking
Ability to understand a situation by breaking it down systematically into its component parts and identifying the relationships between the parts

Nice To Haves

Experience with business payment networks (e.g., ACH/NACHA rules, wires) Preferred
Familiarity with the Community Association Industry and Salesforce are a plus

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