Product Specialist OSA

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Who we are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. 

Who we’re looking for

We’re looking for a proactive and detail-oriented individual with a passion for operational excellence and customer experience. The ideal candidate thrives in a fast-paced environment, enjoys solving problems, and has a keen eye for process improvement. Strong communication skills, a collaborative mindset, and the ability to work across teams are essential.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion, and superdrive will help us achieve our vision.

As a Product Specialist, you’ll be supporting the delivery of efficient and optimised operational processes within the Customer Service Centre, covering daily workflow implementation, process improvement initiatives, and cross-team collaboration.

This will help us excel at delivering consistent, high-quality support experiences and driving continuous improvement, ensuring we stay ahead of the game.
 

What you’ll be doing

As part of your role, your responsibilities will include:
 

Systems Administration & Maintenance

• Configure and maintain Genesys (live chat, email, telephony) and D365 CRM based on business requirements.

• Perform regular system audits, clean-ups, and escalate bugs or issues as needed.

• Analyze, design, and manage system features in collaboration with technical teams.

• Communicate system updates and coordinate roll-out plans.

• Upload and manage customer-facing content such as email templates and canned responses.

• Gather feedback for system improvements and provide troubleshooting support.

• Conduct thorough testing of new features pre- and post-deployment.
   

Chat Bot Management

• Build, configure, and optimize chat bots within Genesys to enhance customer experience.

• Ensure bots are aligned with operational goals and updated based on performance insights.
   

Project & Stakeholder Management

• Lead and support cross-functional projects, ensuring alignment with business objectives.

• Manage project timelines, deliverables, and resource planning using tools like JIRA.

• Facilitate stakeholder engagement, provide regular progress updates, and ensure effective handovers.

• Identify and mitigate technical impediments, ensuring quality standards are met.

• Support implementation of new products and features, especially those impacting customer communication and CMS.
   

Process Management & Operational Development

• Drive process improvement initiatives across operational teams.

• Ensure systems and processes are scalable and aligned with long-term product vision.

• Identify inefficiencies and implement practical, data-driven solutions.

• Maintain documentation and ensure continuity of operational knowledge.
   

Reporting & Insights

• Utilize Genesys and Pure Insights to extract, interpret, and present data related to customer interactions and system performance.

• Collaborate with analytics teams to resolve data discrepancies and define reporting requirements.

• Provide insights on digital enhancements and operational metrics to inform decision-making.
   

Management Support & Communication

• Act as a liaison between technical teams, stakeholders, and senior management.

• Translate complex technical concepts into accessible language for non-technical audiences.

• Ensure all changes are clearly communicated and documented for continuity and succession planning

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Minimum of 12 months experience within DOS

• Consistently meets or exceeds established Key Performance Indicators (KPIs) by maintaining focus, efficiency, and alignment with strategic goals.

• Solid understanding of online technology and contact center platforms

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Genesys Cloud experience

• Relevant Tertiary Qualifications

• Excellent numerical and analytical skills

• Experience in system configuration

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.
 

These competencies are:

• Solid understanding of online technology and related skills

• Excellent verbal and written communication skills

• Numerical and analytical skills

• Investigative and a strategic thinker

• Tenacity 

• Excellent Planning and Organising ability

• High Stress Tolerance

• Relationship building with stakeholders is key to achieve results and buy-in

• Excellent attention to detail with the ability to add strategic and operational value

What you’ll get back

We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:

• We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.

• Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.

• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.

• Free Massages On-site

• Free On-Site Gym

• Group Life Cover

• Funeral Fund Benefit

• Financial Services Assistance

• Employee Assistance Programme

• Curro School Fees Benefit

• Income Continuation Benefit

• Leadership Training

• Referral Bonus

• Medical Aid Subsidy

• Free Sleep Coaching

• On-site Barista

• Retirement Annuity Subsidy

• Team buildings

Be part of that Superclass feeling.
 

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 19 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It’s all about putting your experience first and ensuring honesty and fairness in all we do.
Here, your growth is supported and your contributions valued.
 

Game on!

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow!