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

Let’s reimagine collection together — we look forward to hearing from you.