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 solving complex integration and operational scenarios for clients.

Responsibilities:

Client Support & Relationship Management

• Assist the MMS Product Owner with client queries by providing responsive technical support and guidance.
• Perform initial client integration support.
• Build and maintain strong, professional relationships with stakeholders across multiple banks and partners (internal and external).
• Log incidents with the relevant financial institution and follow up until resolution.

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 analysis.
• Escalate unresolved technical issues with comprehensive documentation.

Systems & Data Management

• Query and analyse data using SQL to identify trends or discrepancies.
• Work with multiple 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 related to secure data transmission (SFTP, HTTPS, etc.).
• Collaborate with infrastructure and development teams on network and protocol-level issues.

Process Improvement & Strategic Thinking

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

Teamwork & Self-Management

• Work independently and collaboratively in a fast-paced, dynamic environment.
• Manage priorities, meet deadlines, and be willing to work extended hours if required.
• Prioritize tasks based on urgency and impact while maintaining professionalism under pressure.
• Demonstrate proactive, self-driven behavior without waiting for instruction.
• Stay composed, polite, and professional when dealing with difficult customers.
• Maintain clear boundaries and uphold company values.
• Apply strong problem-solving skills consistently.

Adaptability & Time Management

• Manage multiple high-priority tasks simultaneously with strong attention to detail.
• Seamlessly switch between tasks and client contexts in a high-volume environment.
• Thrive in a fast-paced setting requiring speed, accuracy, and mental agility.

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 institutions. 
• Experience supporting mission-critical financial systems and real-time or batch-based transaction flows.
• Understand debit orders and mandates.
• Proven ability to critically analyze requirements/issues and solve complex problems.

Technical Skills:

• Strong SQL experience for data analysis and troubleshooting.
• 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 transformation.
• 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 etc.).
• Comfortable using tools like Jira, Confluence, Slack for internal collaboration and documentation.

Soft Skills:

• Strong analytical and problem-solving abilities. 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 verbal.
• Ability to manage workload independently and take initiative.
• Team player who thrives in a collaborative environment.
• Strategic thinker with the ability to anticipate issues and suggest improvements.
• 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 needed
• May involve on-call rotation or weekend/holiday support for critical incidents
• Fast-paced, innovative, and supportive work environment