Software Support Analyst
About The Company
CINC Systems is a leading provider of accounting and management software tailored for the community association management industry. Established in 2005, it pioneered the industry's first SaaS platform, revolutionizing how community associations manage their finances and operations. With a dedicated team of nearly 400 employees, CINC Systems serves over 50,000 associations and manages more than 5 million doors. The company prides itself on its innovative approach, integrating accounting and banking solutions to streamline processes and enhance user experience.
About The Role
The Software Support Analyst role is a full-time position designed for individuals with a passion for customer service and technical problem-solving within the banking and accounting software domain. This hybrid or remote role offers an opportunity to be at the forefront of a transformative platform shift, supporting community association management companies in adopting innovative solutions. The successful candidate will work closely with clients to troubleshoot issues, reproduce problems, and provide clear, professional guidance to ensure customer satisfaction. Reporting to the Software Support Supervisor, the analyst will collaborate with various departments, including training and implementation teams, to enhance the overall customer experience. This role is ideal for proactive, detail-oriented professionals who enjoy tackling challenges, communicating effectively, and making a tangible impact through their technical expertise and customer support skills.
Qualifications
- High School Diploma or equivalent
- Basic understanding of core accounting principles, including 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) preferred
- Minimum of 2 years of software support experience
- Proficiency with Microsoft Office Suite
- Effective written and verbal communication skills
- Strong attention to detail, organization, and multitasking abilities
- Self-motivated with a passion for exceeding customer expectations
- Analytical thinking and problem-solving skills
- Familiarity with the Community Association Industry and Salesforce is a plus
Responsibilities
- Reproduce customer issues to identify root causes and determine appropriate corrective actions
- Resolve customer issues that do not require intervention from the development team
- Document and escalate customer requests for modifications or enhancements to the relevant teams, providing feedback to customers on progress
- Deliver thorough, accurate, and professional responses to customer inquiries via email or phone, including step-by-step instructions
- Create user documentation to address frequently asked questions and improve self-service options
- Train customers and internal staff to increase system proficiency and reduce repeat issues
- Assist the training and implementation teams as needed to ensure seamless onboarding and support
Benefits
- Competitive and supportive work environment
- Work/life balance initiatives
- Comprehensive medical, dental, and vision insurance
- Life insurance and short-term & long-term disability coverage
- Flexible Spending Plan for healthcare and childcare expenses
- 401(k) plan with company matching
- 136 hours of paid time off annually
- 10 paid holidays per year, including a paid day off for your birthday
- Two mental health/self-care days annually
- Complimentary snacks when working in the office
Equal Opportunity
CINC Systems is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, age, religion, sexual orientation, disability, or background. We believe that a diverse workforce enhances our ability to innovate and serve our clients effectively, and we are dedicated to fostering an equitable workplace where everyone can thrive.