Software Support Analyst (Contract) 4-Month Assignment

Software Support Analyst – 4-Month Contract

(Banking and/or Accounting Experience Preferred)

Location: Hybrid (Georgia, USA) or Remote for Non-Local Candidates

Engagement: 4-Month Contract Assignment

Reports to: Senior Manager, Customer Support

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 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're hiring a Software Support Analyst for a 4-month contract engagement to support a period of high customer demand. This is a hands-on, deadline-driven assignment for someone who wants to make an immediate impact — not a long onboarding runway.

Who shouldn't apply?

You should not apply if you're seeking a dull, cookie-cutter, call-center-like role.

Who should apply?

This role is rewarding for customer-centric professionals who enjoy embracing challenges and believe in taking a consultative approach to solving clients' problems — and who are looking for a focused, short-term engagement where they can contribute from day one.

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

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
• Experience with business payment networks (e.g., ACH/NACHA rules, wires) preferred
• 2+ years of software support experience
• Proficiency with Microsoft Office Suite
• Effective communication skills, both written and verbal
• Detail-oriented, organized, and able to multi-task
• Self-starter with a passion to exceed customer expectations, able to ramp up quickly with minimal onboarding time
• 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
• Available to commit to the full 4-month duration of the assignment

Why CINC

This is a fixed-term, 4-month contract engagement.

CINC Systems is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.