Accounting Software Support Analyst

About the role

The Accounting Software Support Analyst provides front-line technical support to CINC Systems clients, focusing 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.

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.
• Afford assistance to the Training and Implementation teams as needed.

Requirements

• Education: High School Diploma or equivalent required. Associate’s or Bachelor’s degree in Accounting, Finance, or a related field preferred.
• Experience: 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. Familiarity with the community association management industry is a plus.
• Technical Skills: 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.

CORE COMPETENCIES

• 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.

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)