Product Specialist

We are on the search for talented, optimistic and knowledgeable Product Specialists to join our All-Star Team. These Product Specialists will be responsible for delivering exceptional customer service and manage our products and solutions for our clients. This role works in collaboration with a broad and diverse range of internal and external stakeholders, transforming concepts and ideas into a viable product solution for our clients. The key to this role is to have a deep understanding of the product offering as well as our client’s preferences in terms of products and services. The successful candidate should have the ability to anticipate and forecast customer trends, behaviours, attitudes, and motivators, whilst remaining at the forefront of competitor activity.

 

About Us

BET Software is one of the most diverse betting software providers in Sub-Saharan Africa. Our multiskilled All-Star Team is responsible for providing ground-breaking software solutions on a global scale while supporting high transactional volumes in a fast-paced industry. We offer a dynamic work environment and culture that supports learning and growth, a place where you can flourish amongst like-minded individuals. Currently, on an exponential growth path, we’re increasing our footprint, establishing BET Software as a leader in global markets. Interested? There’s a lot we can’t predict in this business, but one thing is certain: you’ll never be bored…so come along for the ride.

Minimum requirements:

 

  • 2-3 years of experience in a product role.
  • A background in sports betting and casino gaming industry knowledge.
  • Experience in sales and business.
  • Marketing exposure with relation to tracking relevant KPIs.
  • Excellent Stakeholder Management and Customer Orientation skills.

 

Advantageous:

 

  • A relevant Degree or Diploma.

 

Responsibilities:

 

Technical Outputs

  • Ensuring the delivery of exceptional customer service.
  • Act as point of contact for customer complaints and escalate issues when necessary.
  • Assist customers in determining which product is most suitable for them.
  • Ensures the demonstration of the product functionality is delivered accurately and completely.
  • Accurately communicates all technical specifications.
  • Ensuring compliance with the companies’ guidelines.
  • Ensure that all customer information is logged for continuation and progression.
  • Ensure continuous follow up and regular engagement with potential customers.
  • Effectively propose related products and services to new customers.
  • Navigate research and troubleshoot cases.
  • Continuous research of processes and new functionality or solutions to unique customer requests.
  • Answer end-user support calls and emails.
  • Escalate cases to development for investigation.
  • Using system tools (Triage) to monitor incoming cases for trends and items requiring urgent attention/escalation.
  • Drive quality assurance front end testing on products and client releases.
  • Drive the adoption of processes within the Team which consider and meet the expectations of technical throughput rates and responses; effective resource utilization during operation and collaborate with internal teams to address customer needs.

 

Initiative and Innovation

  • Demonstrate initiative by understanding, acquiring, and implementing new knowledge and skills both within the Team and to the wider group.
  • Pursue self-improvement through mentoring and coaching from Senior Team Members.
  • Produce documentation for end-users and internal use.

 

Knowledge Share

  • Identify Team Members requiring a specific knowledge, skill or understanding and seek ways to impart or upskill the Junior Team Members through coaching and mentorship.
  • Verify that the knowledge has been imparted successfully and if not, take steps to rectify gaps in transfer of the knowledge.

 

Skills and competencies:

 

  • Excellent communication skills (verbal and written)
  • Strong levels of adaptability and decision-making capabilities.
  • Capability to work under pressure and in a fast-paced growing environment.
  • Resilience and forward-thinking mindset (ability to be resourceful)
  • Strong innovative and continual improvement outlook.
  • Must have attention to detail and take accountability.
  • Excellent problem-solving capability.
  • High levels of attention to detail and resilience.