Software Support Analyst

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Reproducing customer issues to identify root causes and implement suitable corrective actions.

• Addressing customer concerns that do not necessitate intervention from the development team.

• Documenting and directing customer requests for modifications or enhancements to the relevant team while keeping customers informed about these requests.

• Delivering comprehensive, precise, and professional responses to customers, including step-by-step guidance for utilizing any system component, via email or phone.

• Establishing strong relationships with customers to ensure CINC is recognized for exceptional service and support.

• Creating user documentation to address frequently asked questions.

• Training customers and staff to enhance end-user skills, thereby reducing the recurrence of similar cases.

• Providing assistance to the training and implementation teams as required.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• Basic understanding of fundamental 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, wire transfers) is preferred.

• Over 2 years of experience in software support.

• Proficient in Microsoft Office Suite.

• Detail-oriented, organized, and capable of managing multiple tasks simultaneously.

• Self-motivated with a commitment to surpassing customer expectations.

• Strong analytical skills.

• Knowledge of the Community Association Industry and Salesforce is advantageous.

🏝️ Benefits

• Excellent benefits offered in a hybrid work environment.