Systems & Client Support Specialist (MMS) - Hybrid

• 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

• 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

• 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.

• 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

• 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

• 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

• 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

• 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.

• 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

• 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

• 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.

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

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