paycor
Accounting Software Support Analyst
CINC Systems
Duluth, USA
Full-time
Mid Level
Hybrid
Discovered 1 weeks ago
Free
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- Reproduce customer-reported accounting and payment issues to determine root cause and identify appropriate corrective action.
- Resolve customer issues that do not require development team intervention, with particular depth in accounts payable, accounts receivable, bank reconciliation, and financial reporting workflows.
- Provide accurate, professional responses to customers via email and phone, including step-by-step guidance on system features and workflows.
- Document and route product modification and defect correction requests to the appropriate internal team and communicate status updates back to the customer.
- Use enterprise AI tools—including Claude (Anthropic)—to research issues, draft and refine customer communications, and surface relevant knowledge base content.
- Work within CINC’s AI-powered support ecosystem, including Support Assist (CINC’s AI Support Agent), to support faster and more consistent case resolution.
- Apply AI-assisted workflows to triage, prioritize, and document cases.
- Provide structured feedback on AI tool performance to support continuous improvement of prompts, outputs, and team-wide usage.
- Create and maintain internal and customer-facing documentation for frequently asked questions and common issue resolution.
- Author knowledge base articles for both internal and external audiences, ensuring content is accurate, clearly written, and structured for self-service use.
- Train customers and internal staff on accounting system functionality and best practices.
- Assist the Training and Implementation teams as needed.
- High School Diploma or equivalent required.
- Associate’s or Bachelor’s degree in Accounting, Finance, or a related field preferred.
- 2+ years of software support experience, preferably in a SaaS or accounting software environment.
- Solid understanding of core accounting principles, including GAAP, accounts payable, accounts receivable, accrual and cash basis accounting, bank reconciliation, and financial reporting.
- Familiarity with banking terminology and payment processes, including ACH, EFT, and lockbox workflows.
- Experience working within a CRM or support ticketing system; Intercom experience preferred.
- Familiarity with the community association management industry is a plus.
- Proficiency with Microsoft Office Suite.
- Working knowledge of customer support and communication platforms, including Intercom.
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