Support Specialist

About Swordfish Software:
Swordfish Software (www.swordfish.co.za) develops cloud-based debt collection software used by collection agencies, banks, attorneys, and in-house recovery teams. Our system serves as a critical engine for managing debtor communications, legal processes, payment tracking, and integrations with external platforms.
We have recently moved from a SaaS model to a SWaS (Software with a Service) strategy enhancing our value by not only providing a platform but also embedding service support to help our clients scale and succeed.

The Ideal Candidate:
The ideal candidate is a reliable and analytical professional with a strong service ethic and a passion for problem-solving. They thrive in a client facing environment and have a keen eye for detail, particularly in data accuracy and reporting. This individual is highly proficient in Excel, embraces process improvement, and works confidently across support tools and platforms. They are a natural collaborator who communicates effectively with both clients and internal teams, maintaining composure under pressure and always striving to enhance client satisfaction.

Key Responsibilities
Serve as the first point of contact for client support via Freshdesk, telephone, and remote platforms.
Troubleshoot and resolve software and service-related issues; escalate complex cases to relevant teams.
Maintain and manage support tickets in line with service-level agreements.
Collaborate closely with Client Services, Business Analysts, and Developers.
Manage GitHub queues: log issues, assign labels, update progress, and close items accurately.
Monitor, identify, and resolve system-generated errors (e.g., Paym8, RealPay, Teleforge, CPS, Import, E4, Reg Comm, Revenue Red, COT, and File Transporter).
Provide support for integrated partner configurations such as Teleforge and Buzzbox.
Stay informed on new deployments and features to support client troubleshooting.
Oversee data management activities including validation, updates, and reporting in support of client and system operations.

Key Competencies and Attributes
Excellent written and verbal communication skills.
Strong technical troubleshooting and service delivery ability.
High level of accuracy and attention to detail.
Strong organisational and prioritisation skills.
Client-focused with a positive and empathetic approach.
Self-driven, adaptable, and works well in a fast-paced team environment.

Preferred Qualifications & Experience
Proven experience in an IT support role.
Proficiency in support tools such as Freshdesk, GitHub, and remote access platforms.
Advanced Microsoft Excel skills (e.g., pivot tables, lookups, conditional formatting, data validation).
Experience in data handling, analysis, or reporting.

Submit your application via the following link: my.wamly.io/link/SwordfishSoftware/01c468b7

Lets reimagine collection together we look forward to hearing from you.