Operations Support Specialist

• Strong written and verbal communication skills.

• Providing day to day support to operational teams from our gambling company clients.
• Ensuring proper investigations are conducted when responding to queries or escalating to internal teams.
  Customer Journey improvement and support where needed by operations.
• System Monitoring: Continuously monitor the software systems used by gambling company clients, proactively identifying potential issues, and taking appropriate action to prevent disruptions.
• Working closely with product Teams to effectively integrate, manage, support and report on new products.
• Incident Management: Act as the primary point of contact for gambling company clients during critical incidents, ensuring timely resolution and minimizing downtime.
• Incident Reporting: Ensure high level incident reports are documented, reviewed, and submitted to
  stakeholders in a timely manner. 
• Stakeholder Communication: Liaise with internal teams, including customer support, finance, marketing, and technology, to ensure effective coordination, timely information sharing, and alignment of operational objectives.
• Mandatory Testing: Ensure the necessary steps are taken to conduct and review test cases during software
  releases.
• Customer Support: Provide exceptional customer support by addressing customer queries, troubleshooting
  account issues, and resolving disputes in a timely and professional manner.
• Continuous Learning: Stay abreast of industry trends, emerging technologies, and advancements in betting platforms and systems to enhance personal knowledge and contribute to ongoing improvements in operations.
• Facilitates mentoring and coaching as required.
• Is actively involved in the recruitment new team members when necessary.
• Oversees all aspects of the team by facilitating and resolving issues through effective problem solving and communication skills. Maintain a current and future skill matrix for your team. 
• Create a culture for teams that are aligned to the platforms and BET values.
• Availability: Being on call after normal operational hours to support relevant teams during instances of where disaster management is needed, live issue management and live deploys.
• Any Adhoc tasks.

Living the spirit

• We proactively seek out challenges and opportunities, always ready to step up and take action. We
  embrace responsibility and are quick to volunteer our expertise to support the seamless operation of
  our organization.
• We approach each day with a sense of excitement and curiosity. We see every task, no matter how routine, as an opportunity to learn, innovate, and make our work journey a thrilling adventure.
• We understand that our collective success is the result of strong collaboration and cooperation. 
• We actively engage with our colleagues and departments, recognizing that our combined efforts are the key to achieving our organizational goals.
• We celebrate our individuality and unique perspectives. By being true to ourselves, we enrich the
  diversity of our team, contributing to a workplace culture where authenticity is valued, and personal
  growth is encouraged

• Matric.
• Knowledge of software applications/programs.
• Excellent problem-solving and attention to detail.
• Ability to multi-task in a deadline-driven environment and show initiative.
• Strong organisational and resourceful capabilities.
• High levels of attention to detail and resilience.
• Understanding of the Gambling/Betting Industry.
• Understanding of DB’s and Betting/Deposit/Withdrawal systems.
• Experience with SQL.
• Experience with conducting Risk Based Investigations or Anti Money Laundering.