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

Summary

CINC Systems is the largest provider of accounting and management software in the community association management industry. They are seeking a Software Support Analyst to help resolve customer issues, provide thorough documentation, and support training and implementation efforts.

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

Qualifications

Must Haves

• 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
• Experience with business payment networks (e.g., ACH/NACHA rules, wires)

Nice to Haves

• 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
• Familiarity with the Community Association Industry and Salesforce are a plus

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)