Software Support Analyst

Software Support Analyst

Work from Anywhere, USA

CINC Systems is a fully integrated cloud-based homeowners' association accounting and property management software system. It's the largest SaaS player in its space and is growing rapidly.

In Fall 2019, CINC received significant investment from Spectrum Equity, a well-respected growth equity fund that has invested in the likes of Ancestry.com, SurveyMonkey, Origami Risk, Grubhub, Lynda.com and GoodRX.

Following that investment, CINC has bolstered its executive team and made significant hires across the company.

CINC is looking for two Software Support Analysts to join the growing team at our Duluth office (we are considering local candidates and out-of-state candidates). Individuals in this role report to the Customer Support Manager and work with all other departments to ensure customer needs are met.

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

Requirements

• High School Diploma or equivalent
• 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
• 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 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

AFLAC

Flexible Spending Plan (childcare & healthcare)

401K (matching available)

136 hours of paid time off per year

10 paid holidays per year

Up to 2 work-from-home days per week

Free snacks (when in office)