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 by a banker as the industry's first SaaS offering, CINC Systems now employs more than 250 people and provides software and applications to more than 37,000 associations across the U.S, servicing over 4 million homeowners. In January of 2024, Hg Capital made a significant investment in CINC to accelerate the company’s growth trajectory and institute rapid product development. While innovation continues to drive our growth, our people are who sustain our growth. Does the idea of being part of a humble, accountable, and team-oriented work culture with great benefits in a hybrid work environment sound appealing? If so, please read about the Software Support Analyst role we are hiring for to see if you’d be interested in applying to be part of the CINC team! Individuals in this role report to the Software Support Supervisor and work with all other departments to ensure customer needs are met. Key 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
- 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
- Must be fluent in english C1
- Familiarity with the Community Association Industry and Salesforce are a plus
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