Current Opportunities at BETSoftware

Job Description

We Want You:

Are you ready to take the reins as a Senior Technical Implementation Specialist at BET Software DBN? Join us on a journey where innovation and expertise converge to shape the future. In this pivotal role, you'll lead strategic initiatives, ensuring seamless implementations and continuous optimization of our mission-critical software and systems. If you're passionate about driving efficiency, delivering excellence, and embracing technological evolution, seize this opportunity to make a lasting impact. Apply today and unlock endless possibilities.

You Bring:

• 3 years’ experience in Contact Centre operations.
• Experience in managing dialer software.
• Experience with workforce management and scheduling.
• Advanced experience in MS Excel/Word/PowerPoint.
• Commercial experience related to Agreements.
• Diploma/Degree (advantageous).
• Management of Interactive Voice Recorder (advantageous).
• Three years of dialer management experience in Contact Centre operations with a proven track record (advantageous).

What You’ll Do:

• Lead and Manage Technical Operations: Oversee and optimise the technical function across all relevant areas, ensuring peak performance and alignment with business objectives.
• Develop and Implement Strategic Initiatives: Analyse customer behaviour, demographics, dialer settings, technology, and data outputs to create and execute data-driven strategies for continuous improvement.
• Proactive Risk Management: Identify and mitigate potential capacity risks or gaps by actively managing dependencies across operating units.
• Performance Optimisation: Proactively analyze queue and routing mechanisms to identify long-term trends and develop solutions, as well as adjust timeframes to address real-time events. Monitor technical performance against agreed service standards across CRMs and other platforms.
• Data-Driven Decision Making: Conduct real-time and historical analysis of technical systems performance to generate actionable insights that inform future strategic decisions.
• Vendor Management: Collaborate with vendors like Onfido and Zendesk to diagnose and resolve call center issues, ensuring optimal system functionality.
• Technical Expertise: Lead a team in applying cutting-edge technology solutions to meet evolving business needs.
• Maintain expertise in dialing campaigns, queue management, system updates, enhancements, and reporting.
• IVR and DNC Management: Ensure the efficiency and compliance of Interactive Voice Response (IVR) systems and Do Not Call (DNC) lists.
• Technology Optimisation: Partner with the operations management team to tailor existing technologies to optimise workflow and team efficiency.
• Industry Knowledge: Stay abreast of industry best practices and trends, providing valuable insights and recommendations to leadership teams (CCSM and CEM).
• Reporting and Analytics: Lead the creation of monthly management reports covering trends, resource utilisation, and other key performance indicators.
• Additional Responsibilities: Demonstrate a willingness to take on additional ad-hoc duties that contribute to department and company success

Competencies:

• SLA adherence – Ensure the daily SLA outcome is achieved. Take caution when preparing the details relevant to the process. Follow the process to ensure high-quality output.
• Planning – Establishing a clear course of action. Involving others as appropriate. Managing and prioritiding activities and ensuring monitoring of results to accomplish business-specific goals.
• Administration – Execute a variety of functions within a business administrative environment. Plan and organise administrative functions proactively. Collect information and ensure its accuracy.
• Reporting – Collate and report on information. Account for and verify reporting figures/statistics. Review/analyse reporting statistics and figures to identify trends and make relevant recommendations.
• SLA Mastery: Own exceeding service level agreements, identifying bottlenecks, and leading collaborative optimisation.
• Strategic Architect: Craft data-driven plans, lead cross-functional initiatives, and manage risks for seamless project delivery.
• Process Optimisation: Spearhead process streamlining, data management system implementation, and continuous improvement.
• Data-Driven Strategist: Design robust reporting systems, translate data into actionable strategies, and proactively address potential issues

go to method of application »

Job Description

We Want You:

• Are you a proactive organizer with a talent for ensuring everything runs like clockwork? BET Software in Durban is looking for a talented Team Coordinator to join our DBA Team. In this crucial administrative role, you'll support the daily operations and collaborate with the Team Leader to keep our team operating smoothly.
• If you excel in a dynamic environment and are eager to make a difference, we want to hear from you. Apply now.

You Bring:

• Minimum of 1-2 years' experience in administration/customer service.
• Minimum of 1-2 years' experience in a Software Development environment.
• Excellent time management and planning skills.
• Excellent verbal and written communication skills.
• Cooperative and communicative attitude with executive staff, managers, and employees.
• Analytical skills to monitor progress of an undertaking and identify areas needing adjustment or improvement.
• Critical thinking and problem-solving skills essential.
• Willingness to manage multiple tasks at once and adhere to guidelines and deadlines.
• Relevant Business Administration qualification (advantageous).
• Prior experience within a software development environment (advantageous).

What You’ll Do:

Administrative management:

• Schedules and attends stand up meeting for their allocated Teams.
• Prepares meeting minutes and distributes minutes to all relevant Team Members/Managers/Team Leaders.
• Regular updates made to the Time and Attendance system. It is imperative that all Team Members hours are captured accurately, and the system is kept up to date. Ensures that all Team Members’ hours are accurately captured/updated on the Time and Attendance system by monitoring and managing for the team and escalate where necessary.
• Reports extracted from Jarrison should be effectively utilized, to ensure time management of Team Members from start of day to end of day.
• Plans the weekly remote and support roster and ensures that the roster is distributed to the team timeously.
• Maintains planning foresight and the Project Team calendar.
• Plan, document and records knowledge sharing sessions.
• Ensures all decisions and changes are discussed are then documented and stored accordingly.
• Works with key stakeholders to plan and track the delivery of projects from kick-off to closure.
• Tracks the day-to-day delivery of the projects.
• Handles routine administration queries and admin request received from Team Leaders and be able to resolve these efficiently and effectively.
• Adheres to all administration policies, processes, systems, and procedures in the performance of administrative and other duties.
• Maintains an accurate electronic filing system ensuring that information is kept confidential.
• Operates in a neat, effective, and organized manner.
• Opens and sorts incoming e-mails to delegated department inboxes, according to priority and brings urgent material to the attention of the Team Leader.
• Works closing with the Team Leader to maximize productivity of the team.
• Schedules daily/weekly catch-up session with Team Leader to ensure effective communication of Team related assignments.
• Maintains an effective and productive relationship with Team Members.
• Present progress and results of tasks to management and other interested parties in the form of a weekly/monthly report.
• Conduct regular analyses of processes and procedures and making adjustments when necessary.
• Plan and co-ordinate team building initiatives or events in the team, where necessary.

Behavioural Outputs:

Adaptably Resilient:

• Adapts to change and is open to new ideas and willing to take on new responsibilities.
• Able to handle pressure and can effectively adjust plans to meet changing needs/demands.
• Changes his/her interpersonal style and approach based on the circumstances.
• Adapts behaviour to maintain cooperative relationships with others.
• Accepts changes to task, plans, and procedures in order to align with strategic direction of the organization and appropriately adjusts behaviour and activities to changing conditions.
• Maintains a positive attitude in the face of change.

Resourceful and improving:

• Generates new ideas and challenges the status quo, takes risk, supports change, and encourages innovation.
• Searches for opportunity to create new ideas and innovate or improve efficiencies wherever possible.
• Solves problems through questioning the status quo.

go to method of application »

Job Description
You Bring:

• Degree / Diploma in computer science or related field.
• At least 1-2 years’ experience within a development environment or successful completion of the BET Software Graduate programme.
• 1-2 years SQL Experience or successful completion of the BET Software Graduate programme.
• 1-2 years C# experience or successful completion of the BET Software Graduate programme.
• 1-2 years .NET core experience or successful completion of the BET Software Graduate programme.
• 1-2 years of restful API experience or successful completion of the BET Software Graduate Programme.
• 1-2 years of server/client-side language is advantageous.
• Understanding of key design principles.
• Proficiency in HTML, CSS, JavaScript, and jQuery.
• Understanding of server-side CSS.
• Good written and verbal communication skills.
• Strong attention to detail.
• Experience with responsive and adaptive design.
• Understanding of SEO principles.
• Good problem-solving skills.
• Good interpersonal skills.

What You’ll Do:

Technical Outputs:

Design Fit for Purpose Solutions & Algorithms

• Design solutions using most appropriate approved architectural pattern.
• Design solutions for multi-tier architectures.
• Ensure design meets best practices and are Test, DevOps and Support friendly.

Perform Planning

• Identify and establish objectives for self.
• Work on objectives or goals within timeline.
• Consider all reasonable factors, impediments, and obstacles.

Implementation - Ensure the Solution is Functionally Complete

• Deliver a solution which covers all the agreed specified tasks and user objectives.
• Deliver a correct solution which provides the correct results with the needed degree of precision.
• Ensure checked in code is reviewed to ensure standards are met.

Implementation – Ensure the Solution has a High Usability Factor

• Ensure the user/s of the solution can achieve specified goals with effectiveness, efficiency, and satisfaction.
• Ensure the system logically supports user self-learning on how to use the system with effectiveness and efficiency.
• Ensure the solution protects the user against making errors.
• Ensure the user interface is pleasing and presents a satisfying interaction for the user.

Implementation – Ensure the Solution is Reliable

• Ensure the solution performs appropriately under agreed conditions for extended periods of time without the need for intervention (despite potential attacks).
• Ensure all steps are taken to reduce the occurrence of faults due to misunderstood requirements, design errors, and implementation errors.
• Respond to outages and failures when and where needed.
• Improve fault tolerance even when operational conditions are not optimal.
• Ensure the solution is maintainable, and actively seek methods to reduce down-time.
• Ensure the solution is durable so that as user volumes and requirements change the solution can evolve over the long term.
• Ensure the solution simplifies support and maintenance support through traceability, and effective error messaging.

Implementation – Ensure the Solution has Effective Security

• Ensure the solution is secure, and confidential by protecting all information and data (also data transmission).
• Ensure persons or other solutions have the degree of access appropriate to their level of authorization and types.
• Ensure the solution has high integrity where the solution prevents unauthorized access to, modification of computer programs, data, or settings.
• Ensure the solution has a high degree of survivability despite third-Party interventions (attacks, human errors, hardware, or software faults).
• Employ logs and records so that actions and events can be proven to have taken place and cannot be disputed/repudiated later.
• Ensure wherever actions can be traced uniquely to the entity which performed it.

Implementation – Ensure the Solution is Maintainable

• Ensure relevant documentation is provided to support teams to reduce development support burden.

Verify Deployed Solutions

• Ensure the solution is delivered completely and with the additional assets which are required to make installation/deployment as seamless and easy as possible.

Respond to Outages & Failures

• Provide proactive support to Peers, Testing, Dev Support and Operational teams so number of escalations to the development team is reduced, thereby maximizing development time.
• Provide support to the Dev Support when required during operational events and create or assist with the creation of SOP’s.
• Be available to handle emergency outages and failures for you or your teams’ solutions.
• Perform trouble shooting and effectively resolve issues to increase solution stability and reduce intervention required over time.
• Recommend and execute approved improvements to development methods and solutions.
• Provide quick resolutions to app/system issues, driving stability, efficiency and effectiveness.
• Maintain solutions which have completed development and are in the operations phase.
• Develop and maintain technical support documentation.
• Assess risk and impact of production issues/changes and take appropriate steps to mitigate risk.

Behavioural Outputs:

Adaptably Resilient

• Adapts to change and is open to innovative ideas and willing to take on new responsibilities.
• Able to manage pressure and can effectively adjust plans to meet changing needs/demands.
• Changes his/her interpersonal style and approach based on the circumstances.
• Adapts behaviour to maintain cooperative relationships with others.
• Accepts changes to task, plans and procedures to align with strategic direction of the organization and appropriately adjusts behaviour and activities to changing conditions.
• Maintains a positive attitude in the face of change.

Decision Making Quality

• Makes confident, timely, fact-based decisions drawing on a broad range of resources through collaboration with others.
• Ensures others understand the decision before moving forward.
• Considers short- and long-term implications of the decision.
• Able to logically defend and explain judgements and decisions.
• Takes steps to accurately define the problem before seeking a solution.
• Bases decisions and evaluations on a careful and systematic review of relevant facts and information.

Resourceful and Improving

• Generates new ideas and challenges the status quo, takes risk, supports change, and encourages innovation.
• Searches for opportunity to create new ideas and innovate or improve efficiencies wherever possible.
• Solves problems through questioning the status quo.

go to method of application »

Job Description

You Bring:

• A minimum of 3 years’ experience working onsite supporting customers.
• CompTIA Network+ required.
• Experience with/in:
• Service level agreements and maintenance.
• Experience in networking and telecoms.
• Experience in Microsoft suite applications.
• Valid Driver’s License required.
• Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) (advantageous).
• Microsoft Systems Engineer (MCSE) (advantageous).
• ITIL Foundation certification (advantageous).

What You’ll Do:
Technical Support

• Installation, setup, maintaining and training of all relevant systems, hardware, services, networks and software daily.
• Set up, maintain or repair computer equipment and related devices.
• Installation and troubleshooting of networking equipment.
• Attend to all service activities (whether on-site or telephonic support) assigned to the technician according to service level agreement timeframes.
• Train users to work with new computer hardware or software.
• Undertake any other tasks or once-off projects which may be assigned from time-to-time.

Administration

• Troubleshoot and respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA).
• Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
• Log all time correctly and accurately in the ticketing system.
• Update and close off all tickets assigned in the ITSM system and adhere to clearly defined Escalation. Matrices and ITSM RACI.
• Manage technician idle time to ensure all tasks are met as agreed upon by IT Manager and customers.
• Management of any and all escalations relating to IT infrastructure.

Site Survey & Documentation Reporting

• Compile technical reports and documentation accurately and detailed regarding the customer site.
• Compile and assist with daily incident, service request and change management reporting.
• Timely submission of daily and monthly reports to relevant stakeholders is a critical responsibility. This entails providing daily reports and fulfilling monthly reporting requirements as requested by direct reports to the manager.

Customer Centricity

• Respond to customer enquiries and issues promptly, demonstrating our commitment to their satisfaction and loyalty.
• Regular feedback to customer on status of all unresolved queries. This should be followed through until the query is resolved.
• Ensure protection of all user’s data in compliance with company policies and the POPI act.
• Consistently deliver outstanding customer support by actively listening to customer inquiries, addressing their concerns, and providing timely and appropriate solutions.
• Identify opportunities to exceed customer expectations, creating memorable, positive interactions.

Key skills/attributes/position specific competencies:

The following indicates what would typically be expected for this role at a competent level:

• Knowledge of Microsoft Desktop and server applications.
• Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
• Experience in cabling and electronics.
• Systems troubleshooting.
• Information technology system support skills.
• Excellent Microsoft Office skills.
• Excellent written and verbal communication skills – especially writing professional reports.
• Negotiation and networking skills.
• Professional and punctual approach.
• Pride in appearance.
• Commitment to customer service and exceptional attention to details.
• High level of integrity and confidentiality.
• Able to work under pressure.
• High level of ethics to ensure corporate responsibility.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

go to method of application »

Job Description

We Want You:

You Bring:

• Completed or studying towards a relevant Degree or Diploma.
• Minimum of 2 years’ exposure and support on Project Administration.
• Solid understanding of MS Office (Word, Excel).
• Experience with Project Tooling (Jira, MS Projects, etc.).
• Strong written and verbal communication skills.
• Effective time management requirement.
• Experience in software development industry.
• ISEB Intermediate (advantageous).
• Prince II (advantageous).
• Experience in using the Scrum/Agile methodology (advantageous).

What You’ll Do:
Ensure Project Documentation by:

• Ensuring that all communication to the members of the project is prioritized and added to the project tracking system.
• Scheduling regular meetings and recording decisions (e.g. assigned tasks and next steps).
• Ensuring the creation and updating of business and/or product workflows.
• Ensuring all project planning deliverables, e.g. product roadmaps, project requests, RAID logs, etc. are updated timeously to represent the most current project information.

Ensuring Effective Project Communication by:

• Developing and maintaining good relationships with clients, stakeholders, and suppliers.
• Communicating with the operations and development team on project requirements when necessary.
• Delivering appropriate and consistent levels of communication throughout the project life cycle.
• Developing and maintaining a good understanding of BET Software’s stakeholder landscape, interactions and linkages across the organization and its potential future movement.
• Acting as the point of contact for all members in specific project and coordination with other teams and functional partners, and actively escalate when needed to.
• Keeping your finger on the “pulse” of projects and providing stakeholders enhanced communication during periods of stress.

Ensuring Effective Project Reporting:

• Maintaining all project correspondence including project reports.
• Reporting on project success criteria results and metrics.
• Reporting on suggestions to improve efficiencies where applicable.
• Communicating status, changes in direction, and relevant metrics to avoid misalignment and roadblocks.

Executing Project Administration by:

• Assisting the Project Management Team in managing project deliverables in line with the project plan.
• Ensuring all project tasks are loaded onto the project tracking system.
• Recording, managing and escalating any project issues, risks and changes identified.
• Monitoring project progress through continual updates via written and verbal communication.
• Ensuring that the team is self-organized and ensuring that changes are made quickly, in accordance with the approved company best practices.
• Effectively streamlining and managing the process of how information is exchanged.
• Conducting regular follow-ups, as and when required, to keep abreast of project progress and the documentation/stakeholder's requiring updates.