Software Support Analyst - Remote (Colombia)

Software Support Analyst | Help Desk Specialist – Full-Time (Banking and/or Accounting Experience Preferred) Location: Remote (Must Reside in Colombia) 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 are proud of our humble, accountable, and team-oriented culture, and we are committed to building products and a workplace that create long term value for our customers and our team. 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! 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. 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 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 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 Familiarity with the Community Association Industry and Salesforce are a plus WHY CINC CINC is at an inflection point. We are transforming an industry-leading product company into an AI-Native services organization — and the Software Support Analyst role is where that transformation meets the customer. You will not be answering tickets in a queue. You will be on the front lines of a platform shift, helping more than 1,000 community association management companies navigate a new way of working — built on more than 20 years of integrated platform data and powered by Cephai. Every interaction you own is a signal that shapes our product, sharpens our service model, and deepens client trust. If you are someone who gets energy from solving real problems fast, communicating with clarity under pressure, and being part of a team that is serious about building something that lasts, this is your seat. CINC Systems is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.