Title: Software Support Analyst - Hybrid (Georgia, USA) or Remote for Non-Local Candidates Job Description: Location: Hybrid (Georgia, USA) or Remote for Non-Local Candidates 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 more than 250 people and provides software and applications to more than 50,000 associations across the U.S, servicing nearly 6 million homeowners. In January of 2024, Hg Capital made a significant investment in CINC to accelerate the company’s growth trajectory and institute rapid product development. 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 Financial 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

• Design, build, test, deploy, and maintain integrations using Workday Studio, Core Connectors, EIB, PECI, Cloud Connect and REST/SOAP APIs. • Act as a Workday technical subject‑matter expert for HR, IT, Finance, and business teams. • Configure and maintain security roles, domains, policies, and business‑process‑level security. • Build advanced reports including Matrix, Composite, Trending, Dashboards, and BIRT. • Configure and enhance Workday business processes across multiple modules. • Lead activities related to bi‑annual Workday releases, including regression testing and impact assessments. • Provide day‑to‑day technical support for Workday, resolving issues and ensuring data quality.

• Manage customer communication and expectations. • Provide phone, email and chat Support to assigned accounts. • Provide troubleshooting and debugging of customer problems. • Act as the customer liaison to Engineering, Sales, and Field Engineer teams. • Transition product issues to Engineering and product enhancements to Product Management, tracking status to the customer regularly. • Escalate critical issues and roadblocks to the Technical Support Manager. • Be a part of the on-call rotation for the assigned product team

• Provides expertise to clients and account team to educates customers on patient experience surveys and data collection processes and communicates regularly with the Advisor assigned to the account. • Participates in client calls as necessary. • Audits, interprets, and provides advice based on recurring monitoring and maintenance metrics to ensure client compliance with government-required data collection. • Monitors, maintains and makes adjustments to all patient experience products and services for a portfolio consisting primarily of Press Ganey’s most complex, strategic health care system accounts. • Prioritizes workload and manages timelines to meet client target dates for projects and for internal service level agreements. • Informs and advises client and internal Press Ganey account team of progress on client projects and requests. • Serves as SME resource for internal teams. • Facilitates a collaborative team environment for both internal and external clients. • Provides ongoing support for new and existing products. • Contributes annually to at least one cross-departmental internal project around developing/improving processes, acting as lead or co-lead. • Cross trains as needed for exposure to Press Ganey products.