Description

The CINC Support Specialist serves as the primary point of contact for all user-related support, training, system administration, and technical issue resolution within the CINC platform. This role is responsible for providing exceptional customer service to internal users, diagnosing and resolving system issues, delivering training programs, maintaining system documentation, and driving user adoption across the organization. The ideal candidate is highly organized, technically inclined, and passionate about helping users maximize the value of CINC while ensuring consistent processes and data integrity.

Key Responsibilities:

User Support & Issue Resolution

• Serve as the primary support resource for all CINC-related user questions, technical issues, and system inquiries.
• Respond to, troubleshoot, and resolve user-reported issues in a timely and professional manner.
• Escalate complex issues to vendors or technical partners as appropriate and track issues through resolution.
• Monitor system performance and proactively identify opportunities to improve the user experience.
• Maintain support ticket documentation and provide status updates to stakeholders.
• Assist users with account setup, access management, permissions, and system configurations.
• Create and maintain troubleshooting guides, FAQs, and support documentation.

Training & User Adoption

• Design, develop, and deliver onboarding and ongoing training programs for CINC users.
• Conduct live, virtual, and recorded training sessions for new hires and existing employees.
• Develop user guides, quick-reference materials, job aids, and training resources.
• Identify knowledge gaps and implement targeted training solutions.
• Promote best practices and drive consistent usage of CINC across the organization.
• Measure training effectiveness and recommend improvements to increase adoption and utilization.

System Administration & Configuration Support

• Support day-to-day administration and maintenance of the CINC platform.
• Assist with system configuration updates, workflow enhancements, and feature implementations.
• Validate system functionality following upgrades, releases, and configuration changes.
• Coordinate testing activities and document results.
• Maintain system documentation, processes, and configuration records.

Business Partnership & Process Improvement

• Partner with Sales, Marketing, Operations, and other business stakeholders to understand operational needs.
• Gather user feedback and recommend process enhancements to improve efficiency and effectiveness.
• Collaborate with leadership to identify opportunities for increased platform utilization.
• Support implementation of new features, integrations, and business initiatives involving CINC.
• Prepare reports, usage metrics, and status updates as needed.

Vendor Coordination & Continuous Improvement

• Serve as a liaison between internal users and the CINC support team.
• Track enhancement requests and assist with prioritization efforts.
• Stay current on new CINC functionality, releases, and industry best practices.
• Recommend solutions that improve system performance, user experience, and operational effectiveness.

Required Qualifications:

• 3+ years of experience supporting business applications, CRM platforms, software systems, or enterprise technologies.
• Bachelor's degree in Information Technology, Business Administration, Communications, Education, Computer Science, or a related field preferred.
• Equivalent combination of education, training, and relevant experience may be considered in lieu of a degree.
• Experience providing end-user support, troubleshooting technical issues, and resolving system-related problems.
• Experience developing and delivering software training programs and user documentation.
• Strong customer service orientation with a commitment to providing an excellent user experience.
• Demonstrated ability to communicate technical concepts to non-technical audiences.
• Experience managing multiple priorities and support requests simultaneously.
• Strong analytical and problem-solving skills.
• Ability to document processes, procedures, and technical solutions clearly and accurately.
• Proficiency with Microsoft Office 365 applications, including Outlook, Word, Excel, PowerPoint, and Teams.
• Ability to work independently while effectively collaborating across departments.

Preferred Qualifications:

• Previous experience supporting CINC or similar CRM, lead management, or real estate technology platforms.
• Experience supporting SaaS applications and cloud-based software solutions.
• Familiarity with user access management, system administration, and software configuration.
• Experience creating e-learning content, training videos, or instructional materials.
• Knowledge of customer relationship management (CRM) systems and sales workflows.
• Experience working with ticket management systems such as Jira, Zendesk, ServiceNow, or similar platforms.
• Experience participating in software implementations, upgrades, or system enhancement projects.
• Background supporting users in a multi-location environment.
• Experience working directly with software vendors and third-party support teams.
• Relevant certifications in software training, system administration, customer support, or technology platforms are a plus.

Knowledge and Skills:

• Strong technical troubleshooting and issue-resolution capabilities.
• Excellent verbal, written, presentation, and training skills.
• Ability to build relationships and establish credibility with users at all levels of the organization.
• Strong organizational, time management, and project coordination skills.
• Ability to manage confidential information with discretion and professionalism.
• Knowledge of software support methodologies and customer service best practices.
• Strong attention to detail and commitment to data accuracy.
• Ability to learn new technologies quickly and adapt to changing business needs.
• Proactive approach to identifying issues and recommending improvements.
• Strong collaboration and teamwork skills with a focus on customer satisfaction.

About Troon

Troon Golf, L.L.C. is the world's largest professional club management company, providing services to more than 950 locations across 45-plus states and 40-plus countries, with over 35,000 associates. Headquartered in Scottsdale, Arizona, Troon and its family of brands deliver management, development, and support services to daily-fee, private, resort, and residential golf and lifestyle facilities. The Legal Department serves as a risk-management partner to the enterprise and to the general managers in the field, keeping the business moving while protecting the company and its clients.