Systems & Client Support Specialist (MMS) - Hybrid

SUMMARY:
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POSITION INFO:

Our client is searching for a passionate and qualified individual to expand its dynamic team for enhancement of services to the clients.

Location: Pretoria - Hybrid

Permanent (a probation period will apply) 

Job Purpose:

We are seeking a highly motivated, technically proficient Systems & Client Support Specialist to support our real-time processing platform. This individual will play a critical role in ensuring smooth technical operations for our clients.

This is a fast-paced, high-pressure environment where precision, multitasking, and strategic thinking are essential. The role demands strong critical thinking skills to rapidly assess and resolve issues while also solutioning complex integration and operational scenarios for clients.

Responsibilities:

Client Support & Relationship Management

• Support MMS Product owner on client queries, providing responsive technical support and guidance.
• Perform initial client integration
• Build and maintain strong, professional relationships with stakeholders across multiple banks and partners (internal and external).
• Logging of incidents at the specific financial institution and following up until

Technical Troubleshooting & Incident Resolution

• Investigate and resolve system and client issues using tools such as SQL, log analysis, and monitoring platforms.
• Provide support for complex issues requiring data investigation and root cause
• Escalate unresolved technical issues while ensuring thorough

Systems & Data Management

• Query and analyse data using SQL and assist in identifying trends or
• Understand and manage a variety of file formats including JSON, XML (Proprietary and ISO 20022), flat files, and CSV.
• Monitor, process, and troubleshoot inbound/outbound file exchanges and API calls (REST and SOAP).
• Support and troubleshoot secure data exchange protocols including SFTP, HTTPS, and Connect:Direct.

Networking & Protocols

• Support and troubleshoot connectivity and integration issues involving secure data transmission (SFTP, HTTPS, etc).
• Collaborate with infrastructure and development teams on network and protocol-level

Process Improvement & Strategic Thinking

• Contribute to internal process development and automation
• Think strategically about potential system enhancements and contribute to product and operational improvements.
• Document procedures, solutions, and client configurations in a knowledge

Teamwork & Self-Management

• Work both independently and collaboratively in a fast-paced, dynamic
• Manage priorities, meet deadlines, and be willing to work extended hours if
• Meet deadlines and honour
• Prioritize tasks based on urgency and
• Maintain calm under
• Do not wait to be told, proactive and self-driven is key
• Stay composed, polite and professional, even with difficult
• Maintain boundaries and uphold company
• Strong problem-solving skills

Adaptability & Time Management

• Manage multiple high-priority tasks simultaneously while maintaining attention to
• Seamlessly switch between tasks and client contexts in a high-volume
• Thrive in a fast-paced setting that demands speed, accuracy, and mental

Qualifications and Requirements:

• Grade 12 (Matric)
• National certificate or bachelor’s degree in information technology or computer science, or other relevant qualification
• 3–5+ years of experience in customer or technical support within a fintech, SaaS, or regulated financial services environment.
• Proven track record of handling escalated or high-priority cases and driving resolution
• Strong written and verbal communication skills, with the ability to explain complex technical or financial topics to non-technical users.

Experience:

• 3+ years in a client support, systems analyst, or technical operations role, preferably in Fintech or Financial Services.
• Experience working with or integrating to banks, payment providers, or financial
• Experience supporting mission-critical financial systems and real-time or batch-based transaction flows.
• Understand debit orders and
• Proven ability to critically analyze requirements/issues and solve complex

Technical Skills:

• Strong SQL experience for data analysis and
• Solid understanding of REST and SOAP APIs, including hands-on experience with JSON and XML formats.
• Comfortable working with flat files (e.g., CSV, fixed width) and data
• Familiarity with network protocols (HTTP/S, SFTP, TCP/IP, TLS).
• Understanding of networking basics, authentication mechanisms (OAuth, certificates), and integration security.
• Understanding of APIs, webhooks, and troubleshooting tools (e.g., Postman, JMeter ).
• Comfortable using tools like Jira, Confluence, Slack for internal collaboration and

Soft Skills:

• Strong analytical and problem-solving Detail and accuracy are non-negotiable in this environment.
• Critical thinking skills are essential — you must be able to assess complex issues and propose actionable, client-specific solutions.
• Excellent communication skills, both written and
• Ability to manage workload independently and take
• Team player who thrives in a collaborative
• Strategic thinker with the ability to anticipate issues and suggest
• Proven ability to work effectively under pressurized environments, meeting tight deadlines and handling high-impact issues with confidence and composure.

Additional Working Conditions:

• Willingness to work outside standard hours as
• May involve on-call rotation or weekend/holiday support for critical
• Fast-paced, innovative, and supportive work