Fresh Jobs at hearX Group

Minimum education (essential):

• Diploma in Languages / Journalism

Minimum education (desirable):

• Degree in Languages / Journalism

Minimum applicable experience (years):

• 3 - 5 years

Required nature of experience:

• Copywriting
• Digital campaign idea/copy development
• B2C / consumer marketing 
• Proofreading
• Editing
• Administration
• Experience working in a fast paced environment, like an agency, would be highly beneficial

Skills and Knowledge (essential):

• English first language
• Proficient in Microsoft Suite / Google Suite 
• Excellent writing skills 
• Excellent ad/campaign writing skills
• Editing/proofing
• Experience developing copy for U.S. market is a plus

Copywriting 60%

• Create copy for ad campaigns and marketing campaigns. 
• Liaise with the design team to generate ideas and create campaign artwork.
• Campaigns include digital campaigns, search campaigns, and retailer marketing campaigns. 
• Create copy for packaging, brochures, retailer displays, and other core marketing materials. 
• Create new product launch copy including overall copy and recommendations for different mediums.
• Write compelling and high-quality website content.
• Write evergreen articles for the Lexie Hearing and Go Hearing blogs.
• Optimize existing blog articles for relevance.
• Ensure legal approval for all copy claims is obtained in writing from the Legal team.

Social Media 15%

• Support the senior copywriters in creation of content; provide strategy input. 
• Work with Design team as needed to find compelling visuals 
• Monitor SproutSocial and load content as required 
• Support creation of monthly content calendar for each assigned platform aligned with current overall.

Newsletters 10%

• Draft newsletters for bi-weekly release.
• Upload newsletters to Marketing Cloud.
• Send out newsletters every second Friday.

Lexie Blog 10%

• Maintain Lexie Blog.
• Ensure articles are up-to-date and optimized. 
• Upload articles.

QMS 5%

• Ensure that QMS guidelines are adhered to. 
• Ensure that all supporting documents are kept to date. 
• Ensure that all processes are kept relevant.

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Minimum Requirements 

• Education
• Matric (essential)
• Customer Satisfaction Certificate (desirable)

Experience 

• 2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)

Required nature of experience

• Customer relations and relationship management
• Telephonic and email support 
• Video calling experience (advantageous)
• Contact center experience
• Telephonic sales experience and high conversion rates (advantageous)
• Technical support experience
• Administration and record management
• Working in a digital environment

Customer  Support 50%

• Answer any inbound calls and assist as far as possible.
• Maintain a high first contact resolution rate, without compromising customer care.
• Provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
• Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Escalate and assign queries correctly and with discretion for efficient resolutions.
• Offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Transfer/relay queries to the Lexie Expert, Fulfillment or Debtors team in a timely manner.
• Complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
• Assist with outbound calling tasks as and when required/requested.
• Transfer all inbound sales calls to the RMs according to procedure.
• Upsell additional products to existing or (and prospective) customers. 
• Provide customers with relevant product or training information as required. 
• Provide good quality information to customers to ensure that the products meet their needs to minimize returns.

Customer Experience 30%

• Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes. 
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction.
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query.
• Liaise with Lexie Experts to improve customer satisfaction. 
• Maintain customer support KPIs at all times to ensure a high ‘customer effort score’ by going above and beyond for customers. 
• Gather customer feedback via post-call reviews and the Lexie Rewards program.
• Actively communicate with other staff members to ensure best practice customer satisfaction.
• Reinforce information provided on a call with texts and/or emails.
• Ensure a minimal to zero missed call rate.

Continuous Improvement 10%

• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
• Alert management to the needs and desires of our prospective and existing customers. 
• Provide customer feedback on product or training information to the Continuous Improvement Audiologist.
• Provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff.
• Actively participate in training activities and successfully complete training activities.

Quality & Compliance 10%

• Ensure communication is ethical and in line with Company Policy and provided training. 
• Maintain high QA scores, other KPI scores and customer satisfaction rate.
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure.
• Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution. 
• Ensure other required documents, reports and email accounts are up to date and accurate.
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
• Positively adhere to all regulatory, policy and procedural requirements.

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Minimum education (essential):

• Bachelor’s degree in Computer Science or Engineering (or similar)

Minimum education (desirable):

• Honors degree in Computer Science or Engineering (or similar)
• AWS Certified Data Engineer or 
• AWS Certified Solutions Architect or 
• AWS Certified Data Analyst

Minimum applicable experience (years):

• 5+ years working experience

Required nature of experience:

• Data Engineering development
• Experience with AWS services used for data warehousing, computing and transformations ie.AWS Glue (crawlers, jobs, triggers, and catalog), AWS S3, AWS Lambda, AWS Step Functions, AWS Athena and AWS CloudWatch
• Experience with SQL and NoSQL databases (e.g., PostgreSQL, MySQL, DynamoDB)
• Experience with SQL for querying and transformation of data

Data Architecture and Management 20%

• Design and maintain scalable data architectures using AWS services for example, but not limited to,  AWS S3, AWS Glue and AWS Athena.
• Implement data partitioning and cataloging strategies to enhance data organization and accessibility.
• Work with schema evolution and versioning to ensure data consistency.
• Develop and manage metadata repositories and data dictionaries.
• Assist and support with defining, setup and maintenance of data access roles and privileges.

Pipeline Development and ETL 30%

• Design, develop and optimize scalable ETL pipelines using batch and real-time processing frameworks (using AWS Glue and PySpark).
• Implement data extraction, transformation and loading processes from various structured and unstructured sources.
• Optimize ETL jobs for performance, cost efficiency and scalability.
• Develop and integrate APIs to ingest and export data between various source and target systems, ensuring seamless ETL workflows.
• Enable scalable deployment of ML models by integrating data pipelines with ML workflows.

Automation, Monitoring and Optimization 30%

• Automate data workflows and ensure they are fault tolerant and optimized.
• Implement logging, monitoring and alerting for data pipelines.
• Optimize ETL job performance by tuning configurations and analyzing resource usage.
• Optimize data storage solutions for performance, cost and scalability.
• Ensure the optimisation of AWS resources for scalability for data ingestion and outputs.
• Deploy machine learning models into productions using cloud based services like AWS Sagemaker.

Security, Compliance and Best Practices 10%

• Ensure API security, authentication and access control best practicespractises.
• Implement data encryption, access control and compliance with GDPR, HIPAA, SOC2 etc. 
• Establish data governance policies, including access control and security best practicespractises.

Development Team Mentorship and Collaboration 5%

• Work closely with data scientists, analysts and business teams to understand data needs.
• Collaborate with backend teams to integrate data pipelines into CI/CD.
• Assist with developmental leadership to the team through coaching, code reviews and mentorship.
• Ensure technological alignment with B2C division strategy supporting overarching hearX strategy  and vision. 
• Identify and encourage areas for growth and improvement within the team.

QMS and Compliance 5%

• Document data processes, transformations and architectural decisions.
• Maintain high standards of software quality within the team by adhering to good processes, practices and habits, including compliance to QMS system, and data and system security requirements.
• Ensure compliance to the established processes and standards for the development lifecycle, including but not limited to data archival.
• Drive compliance to the hearX Quality Management System in line with the Quality Objectives, Quality Manual, and all processes related to the design, development and implementation of software related to medical devices.
• Comply to ISO, CE, FDA (and other) standards and requirements as is applicable to assigned products.
• Safeguard confidential information and data.

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Minimum education (essential):

• Senior Certificate

Minimum education (desirable):

• BCom in Human Resources Management
• Recruitment Certification

Minimum applicable experience (years):

• 3 - 5 years

Required nature of experience:

• Recruitment coordination

Reporting 10%

• Provide continuous feedback to managers on relevant Slack channels.
• Provide updates to managers on current vacancies on a regular basis.
• Implement and maintain reporting metrics on various recruitment platforms. 
• Ensure that SimplifyHR is updated correctly, to facilitate accurate reporting.

Continuous Improvement 10%

• Continuously improve relevant recruitment documentation and processes. 
• Continuously implement and source additional methods of attracting candidates.

Recruitment Coordination 75%

• Assist with ATRs and update relevant tracking sheets.
• Assist with SimplifyHR to ensure that all relevant vacancies are updated.
• Source candidates, screen CV’s, compile shortlist and liaise with line managers. 
• Coordinate interviews with relevant stakeholders. 
• Assist with creating interview guides for vacancies in collaboration with relevant stakeholders. 
• Ensure that interview guides are shared before interviews. 
• Conduct first round interviews with line managers. 
• Ensure reference checks are completed. 
• Coordinate psychometric assessments. 
• Coordinate background checks. 
• Source and manage quality of recruitment agencies and liaise with the Legal team to verify terms and conditions. 
• Communicate with external recruiters where applicable and manage the relationships.
• Manage relationships with external recruitment platforms and software. 
• Liaise with line managers to ensure Job Descriptions are updated and accurate.

QMS 5%

• Ensure that QMS guidelines are adhered to. 
• Own and manage the HR QMS process and associated records.
• Ensure that all supporting documents are kept to date. 
• Ensure that all processes are kept relevant.

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Minimum education (essential):

• Qualification or certification in software testing

Minimum education (desirable):

• Diploma/Degree in Software Related Area

Minimum applicable experience (years):

• 2 - 5 years

Required nature of experience:

• Testing multiple platforms, including web and mobile based systems.
• Documentation and maintenance of software test artifacts.
• Using testing methodologies and techniques.
• Coding experience in any language, but preferably HTML, JavaScript, Kotlin or Swift. 
• Selenium/Appium, Cypress, Zephyr, Browserstack, Test Project  and JIRA experience would be advantageous.
• Testing in an Agile environment - where Agile is the development methodology

Analysis and Planning 15%

• Develop test designs, test processes, test cases, test data, test scenarios, test environment and prioritization of test activities at all stages of the development life cycle.
• Develop and execute software testing plans, specific to the needs of each product or system, having analyzed the specific requirements for such a product or system.
• Document software testing plans and reports.
• Maintain documentation for testing.

Software Testing & Programming 55%

• Ensure that all work is tested, benchmarked and fulfills functional requirements before submitting for deployment.
• Prepare test environments, examples and instructions.
• Identify and facilitate issue resolution with functional and technical groups (including problem reproduction).
• Execute tests in a repeatable manner for verification when Software Component Changes are made.
• Document test results and communicate these back to the Team through verbal and written channels.
• Plan and Manage the complete test cycle of software development from requirements testing to user acceptance and release testing.
• Carry out regular integration and compatibility testing of software against different versions of both iOS and Android devices, different mobile device brands, screen sizes and browsers.
• Integration, functional and compatibility testing of hardware sets with software.
• Ensure testing is completed to ensure products conform to requirements and standards.

Reporting & Documentation 20%

• Collection and documentation of testing requirements, development of user stories, test cases, time estimates and work plans.
• Assist in maintaining system and product change logs and release notes according to company standards.
• Manage, track and update tasks on Jira. 
• Create templates for testing documentation and use cases
• Keep testing documentation up to date and up to standard.
• Prepare reports, manuals and other documentation on the status, operation and testing of software.

Communication 10%

• Provide timeous, efficient and effective feedback on task status to the team lead and team.
• Proactively keep all stakeholders updated on progress, risks and problems.
• Provide insight and feedback on queries regarding relevant projects and performance. 
• Prepare feedback and status reports for team meetings.

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Minimum Requirements

Education

• Bachelor's degree in Computer Science, Engineering or related field

Experience

• 5+ years working experience
• Proven professional experience as a React.js developer
• Strong proficiency in JavaScript, including ES6+ syntax
• Extensive experience with HTML5 and CSS3
• Experience with popular React.js workflows such as Redux, or Context API
• Knowledge of RESTful APIs and asynchronous request handling
• Experience with version control systems such as Git
• Excellent problem-solving and analytical skills
• Strong communication and teamwork skills
• Experience with testing frameworks such as Jest and Cypress is a plus
• Experience with server-side rendering (SSR) and Next.js is a plus

Key Performance Areas, Weighs and Objectives

Analysis and Planning 15%

• Multitask on a range of products and tasks simultaneously, defining priorities and ensuring efficiency.
• Define and communicate a problem, goal and acceptance criteria.
• Communicate and collaborate with development, business analyst and design teams to solve problems, make recommendations and discuss best programming practices.
• Work with stakeholders to achieve appropriate solutions.
• Conduct research on possible solutions and techniques.
• Analyse system issues for root cause, impact, workarounds and permanent fixes.
• Determine and account for dependencies among deliverables, products and systems.
• Identify and mitigate risks.
• Document analysis and planning processes.
• Communicate effectively with the line manager on progress, priorities and workload.
• Estimate accurate completion timelines for projects for use by the project lead in capacity planning.
• Manage time and tasks effectively in order to complete tasks in the correct order of priority and on time.
• Liaise effectively with other team members and backend engineers to ensure timeous completion of integration and the coming together of web applications and the required back end system.
• Track tasks and timing on JIRA.

Programming 50%

• Follow project plan to develop software.
• Meet deadlines and timelines as determined in the planning phase.
• Adhere to agreed upon standards for code, as set and determined by the Front End Development Lead.
• Generate and maintain effective and efficient high quality code.
• Use effective and efficient components & techniques to implement solutions.
• Ensure all work is versioned and backed up according to company standards.
• Take ownership for work, tasks and communication.

Testing and Implementation 20%

• Ensure that all work is tested, benchmarked and fulfills functional requirements before submission.
• Prepare test environment, examples and instructions.
• Participate enthusiastically in peer code reviews.
• Deploy changes to live environment.
• Maintain system and product change logs and release notes according to company standards.

Reporting and Communication 15%

• Keep project documentation up to date and standard.
• Provide timeous, efficient and effective feedback on project status.
• Proactively keep stakeholders updated on progress, risks and problems.
• Assist in the collection and documentation of user's requirements, development of user stories, estimates and work plans.
• Prepare reports, manuals and other documentation on the status, operation and maintenance of software.
• Provide insight and feedback on queries regarding relevant projects.

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Minimum education (essential):

• BCom Marketing Management or related Commerce degree

Minimum education (desirable):

• Postgraduate Degree or Diploma in Marketing Management or related
• Course / Certificate in digital marketing

Minimum applicable experience (years):

• 5  years

Required nature of experience:

• Business to Consumer marketing.
• Experience in international markets.
• Creating, monitoring & optimizing various digital campaigns on various platforms such as Facebook, Google, YouTube, e-commerce platforms, 3rd party remarketing platforms, etc. 
• Reporting and navigating GA4.
• Analyzing and reporting on campaign data.
• Set up and testing of goals and conversion tracking.

Direct Digital Campaign Management 50%

• Lead the management of digital marketing campaigns across platforms including Google Ads, Facebook Ads Manager, BING, 3rd party remarketing platforms, etc and assist with managing agency relationships.
• Lead the creative and copy briefing process for all digital campaigns to ensure frequently enough updated creatives, alignment with positioning,  and seamless approvals and implementation across digital platforms in support of the performance marketing plan. 
• Support digital platform expert relationships and conduct digital campaign audits and account analysis to gather insights and make recommendations for new campaign, audience or ad ideas to test with the objective to improve campaign performance. 
• Lead the creative and copy briefing process for all project related digital campaign requirements. 
• Lead the creative and copy briefing process for any new digital marketing platforms. 
• Implement ongoing campaign, creative and  audience refinements and optimizations. 
• Assist with reporting and budgeting requirements for 3rd party providers of digital campaign services.
• Support the retail marketing team with retailer briefs for new online launches and creative updates.

E-commerce Management 15%

• Support the broader teams with our own e-commerce platforms including our website and landing pages to ensure seamless and optimized customer journeys from a digital campaign perspective.
• Collaborate with the relevant teams to ensure we optimize customer journeys across the different touchpoints focussing on digital campaigns to improve overall conversion rate of our website.  
• Manage the tactical implementation of journey optimized digital campaign efforts.

Data Tracking & Reporting 10%

• Build a monthly digital marketing platform performance report and work with the BI teams to automate and optimize dashboards.
• Assist with end to end analytics tracking, monitoring and improvement across platforms.
• Collaborate with cross functional teams to ensure accurate conversion tracking.
• Track performance on a monthly basis and optimize campaigns based on insights.

Strategic Management Support 15%

• Assist with developing and implementing digital marketing strategies including insight generation from the market, competitors and campaign performance to ensure business objectives are achieved.
• Create a comprehensive competitor analysis on a quarterly basis, keep a close eye on competitors to ensure we remain relevant and capture competitor activity during key promotional periods on an ongoing basis.
• Assist to create processes and systems to support the broader business.
• Contribute to strategic business projects when required. 
• Consistently explore new possibilities for the expansion of our digital reach and digital sales channels and chase down such opportunities.

Digital Marketing Administration 5%

• Assist with overall digital marketing administration.
• Ensure that Marketing folders are kept up to date and that all files are saved in the relevant folders.
• Assist with management of all digital campaigns ad accounts. 
• Assist Marketing team with general administrative tasks.

QMS 5%

• Ensure that QMS guidelines are adhered to. 
• Ensure that all supporting documents are kept to date. 
• Ensure that all processes are kept relevant.

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Minimum education (essential):

• Matric

Minimum education (desirable):

• Relevant Management or Contact Centre Certifications

Minimum applicable experience (years):

• 3+ years in Call Centre Management / Supervision

Required nature of experience:

• Team management / supervision
• Enforcing OP’s and Company Policies 
• B2C / DTC sales
• Customer relations
• Telephonic sales 
• E-commerce platforms
• Technical support
• Sales and reporting  
• Working within a digital environment
• Working across different timezones with different countries

Planning & Reporting 15%

• Liaise with manager to understand and articulate strategic direction for the team itself, as well as for the team’s product and system output.
• Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
• Interpret customer retention and satisfaction reports and advise on (and implement) midcourse corrections and/ or improvements. 
• Monitor management-approved key metrics and performance on each metric within a satisfactory range. 
• Report on performance on key metrics to management satisfaction. 
• Ensure the level of performance on key metrics is achieved to management satisfaction.
• Assist in maintaining team shift schedule - manage exceptions of the team schedule.

Team Supervision 20%

• Responsible for the supervision of Junior Lexie Experts, Lexie Experts and Product Experts.
• Ensure active management of team’s KPI's with frequent and proactive feedback.
• Ensure there is appropriate and continuous team training.
• Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals (in conjunction with the Hearing Hub Manager) and required documentation, based on KPI Scorecard of various functions.
• Monitor and manage peak times and operational capacity and allocate resources appropriately under guidance of the RTA and/or HHM.
• Manage Salesforce CRM and the assignment of tasks and priorities.
• Enhance and encourage a culture of excellent customer service.
• Cultivate and maintain a healthy and effective team culture, in accordance with our values.
• Ensure other required documents, reports and email accounts are kept up to date and accurate.

Sales 5%

• Ensure lead assignment and wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to applicable procedure(s).
• Ensure wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to procedure.
• Ensure agents action inbound sales calls according to procedure.
• Drive the upsell of additional products to existing or (and prospective) customers. 
• Ensure agents provide good quality information to customers to ensure that the products meet their needs to minimize returns.
• Ensure agents are equipped to assist customers with questions about hearing loss and hearing aid benefits.
• Assist in achieving set revenue goals and targets.

Customer Support 25%

• Managing escalations from the agents to solve problems for end users, and escalate to manager when necessary. 
• Manage customer cases and complaints in the CRM.
• Handle escalated queries with discretion and efficiency.  
• Ensure agents maintain a high first contact resolution rate, without compromising customer care.
• Ensure agents provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
• Ensure agents obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Ensure agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Ensure agents transfer/relay queries to the Fulfillment or Debtors team in a timely manner.
• Ensure agents complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
• Assist with and resolve, as far as possible, any audiological queries or challenges.
• Ensure the retention programme is actioned appropriately and thoroughly.

Customer Experience 15%

• Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes. 
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query; and encourage same behaviour within the team.
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction; and encourage same behaviour within the team.
• Maintain a high ‘customer effort score’ and ‘customer satisfaction rating’ in the Hearing Hub, across the board.
• Ensure agents gather customer feedback via post-call reviews and the Lexie Rewards program.
• Actively communicate with other staff members to ensure best practice customer satisfaction.
• Ensure agents reinforce information provided on a call with texts and/or emails.
• Ensure a minimal to zero missed call rate.
• Ensure agents gather customer feedback via post-call reviews, cases,  and the Lexie Rewards program.

Continuous Improvement 10%

• Provide continuous input on improvement of the hearing hub procedures and processes.
• Provide continuous input on improving the customer experience and service.
• Ensure key metrics stay relevant and are continuously improved.
• Assist with individual and team performance through performing audits on communication logs, emails and call recordings to identify areas for improvement.
• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
• Alert top management to the needs and desires of our prospective and existing customers. 
• Provide customer feedback on product or training information to the Continuous Improvement Audiologist.
• Provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff.
• Ensure agents actively participate in training activities and successfully complete training activities.

Quality & Compliance 10%

• Ensure communication is ethical and in line with Company Policy and provided training. 
• Monitor and enforce correct use of internal systems.
• Monitor and enforce HIPAA Privacy Requirements.
• Maintain customer records in accordance with procedures and HIPAA.
• Perform QA assessments on agents.
• Ensure agents maintain high QA scores, other KPI scores and customer satisfaction rate.
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure and ensure team does the same.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure and ensure team does the same.
• Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution. 
• Ensure other required documents, reports and email accounts are up to date and accurate.
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
• Positively adhere to all regulatory, policy and procedural requirements.

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Minimum education (essential):

• BEng (Industrial / Chemical), BCom (Information Systems / IT), BSc (Informatics)

Minimum education (desirable):

• BEng (Industrial / Chemical), BCom Hons (Information Systems / IT), BSc Hons (Computer Science / Informatics) / BBusSci

Minimum applicable experience (years):

• 2 - 5 years

Required nature of experience:

• Business Analysis within the IT, software  or medical device field
• Development of project, product and system specifications 
• Requirement gathering and documentation 
• Software development lifecycle (end-to-end project exposure)
• Stakeholder management
• (SaaS and/or PaaS models would be beneficial)

Business Analysis 45%

• Compile intuitive system and product requirements and specification design, in terms of researching, consulting and analyzing needs.
• Follow best practice design and development methodologies in sustaining high quality, clean, auditable and manageable products and systems.
• Compile relevant specifications documents, UX, UI designs, wireframes and test cases.
• Ensure effective system testing and approval, including the management of release notes and effective communication with stakeholders on changes and/or improvements.
• Work with front-end, back-end and mobile developers, marketing, sales, research and design departments to ensure a holistic management process of project management.
• Conduct a thorough analysis of the entire execution process to identify lessons learned, document insights and recommendations for improvement, and use these lessons to enhance future business analysis and implementation efforts.
• Continuously improve existing products, systems and processes within the division.
• Identify issues, bugs, and bottlenecks and devise solutions to these problems within the department.

Business Processes and Strategy 25%

• Manage key relationships between various teams and responsible parties ensuring active and concise communication.
• Ensure business process improvements, operationalization and optimization.
• Develop strategies for the implementation of products, projects or systems, including commercialisation, legal and operational aspects.
• Ensure the continuous improvement of existing products, systems and processes within the division.
• Identify, analyze and report on risks, along with appropriate mitigation measures and implementation for said risks.
• Increase profitability of products through the streamlining of development, manufacturing and maintenance thereof.
• Ensure effective stakeholder management (both internal and external)
• Ensure a data-driven approach is considered across functions.
• Ensure accuracy (through checks and fail safes) of the division’s data system.
• Identify technology limitations and deficiencies in applications and associated processes, procedures and methods within the division.
• Facilitate the smooth implementation of changes by communicating with and training relevant stakeholders. Address concerns and ensure a successful transition.
• Accomplish objectives by establishing plans, budgets and results; reviewing progress and making mid-course corrections to ensure optimal outcomes.

Project Delivery 20%

• Ensure full cycle Project and Product Management including capacity management, stakeholder engagement and resource tracking.
• Multi-task on a suite of projects and products, all within different stages of development and implementation.
• Work with cross functional departments to ensure a holistic management process of project management. (Analytics, software development, product development, marketing, design, operations)
• Deliver on tasks and priorities within the team.

Record-Keeping, Quality Management and Compliance 10%

• Compile relevant records as is necessary for compliance to ISO, CE, FDA, SOC2 (and other) standards and requirements as is applicable to assigned products.
• Accomplish objectives by establishing plans, budgets and results; reviewing progress and making mid-course corrections to ensure optimal outcomes. 
• Ensure efficient and effective reporting on strategies, prioritization and tasks to Line Manager.
• Ensure efficient and effective reporting on performance of products and systems.
• Take personal ownership for projects/products/systems and work quality as well as contributing to team development and the hearX ecosystem as a whole.
• Ensure conformity of products to product requirements in terms of the hearX Quality Objectives which includes regulatory and legislative compliance.
• Ensure continued improvement and upkeep on existing applications, processes and documentation.
• Ensure products are developed accurately (i.e. according to specifications and end user requirements).
• Ensure products are developed efficiently (i.e. according to best practice and on time)
• Ensure testing is completed according to specification.
• Manage release schedule and communicate deployment details.

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Minimum education (essential):

• Bachelor of Law Degree (LLB / BCom)

Minimum education (desirable):

• Admitted Attorney of the High Court

Minimum applicable experience (years):

• Completed articles
• 4 years

Required nature of experience:

• Drafting of contracts and agreements
• Drafting of legal letters
• Research and drafting of opinions on company matters
• Setup and review of legal templates for agreements like NDA, Contractors and Licensing agreements 
• Representation, under supervision of Senior Legal Advisor or Legal & Regulatory Lead with external roleplayers

Team Collaboration 10%

• Contribute innovative ideas to projects. 
• Communicate effectively with team members and internal stakeholders, using communications channels appropriately.
• Provide proactive and timeous feedback on status reviews to the issuing party, line manager and top management.
• Disseminate information to relevant employees, training them as necessary on regulatory and legal requirements.

Contracts, Policies and Agreements 30%

• Support and enable the Company, under supervision of seniors and management to draft policies and procedures.
• Review and update policy wordings and other related documents as requested. 
• Draft, review and/or make suggestions on contracts to ensure that the contracts entered into by the Company are accurate and advantageous to the Company.
• Maintain and improve the Company’s internal contract template database.
• Maintain, improve review and/or make suggestions for  NDAs  in line with Company policy, as requested.
• Draft, review and/or make suggestions for  contracts  in line with Company policy, as requested.
• Assist with revision and initial  drafting of supplier agreements or terms, as requested. 
• Review customer-facing documents such as sales scripts, marketing assets, external marketing email communication, etc as requested by the Company.
• Review agreements for internal stakeholders as and when requested and provide relevant suggestions. 
• Provide appropriate legal advice, interpretation and opinions on contracts, policies and agreements as requested.

Legal Document Database Management 30%

• Ensure all legal documents are filed and labeled correctly. 
• Maintain the registry of all active agreements.
• Maintain an inventory of all actionable items from active agreements and ensure these are actioned appropriately and on time.
• Monitor agreements and timeously inform relevant parties of action required for renewals, amendments or terminations of agreements.
• Assist with keeping an accurate bank of all expired agreements, NDAs and Confidentiality agreements.

Compliance & Legal Advisory 15%

• Monitor changes and conduct research in the commercial and legal spheres within active markets, advising the Company on changes, risks and opportunities and implementing necessary changes.
• Assist and provide support with the legal due diligence process by identifying legal risks and enabling the Company to implement the appropriate controls to mitigate these risks.
• Assist management with 3rd party due diligence requests.
• Assist with the management of outsourced legal services in terms of engagement with external attorneys.
• Assist with communication regarding IP filing and compliance.
• Assist with maintaining Intellectual Property as well as liaising with internal stakeholders and external counsel regarding Intellectual Property matters. 
• Assist with US Insurance where requested.

Quality Management System Compliance 15%

• Maintain the legal register and any other legal documentation / policies in collaboration with the QMS system.
• Assist in the interpretation of identified legislation in terms of compliance to quality standards (ISO13485, CE Certification).
• Assist and implement requirements per legislation in terms of compliance to data and medical record standards (POPI, GDPR, HIPAA).
• Compile and disseminate information to relevant employees, training them as necessary on regulatory and legal requirements.
• Advise on privacy concerns and compliance within active product markets.
• Assist in the setup and maintenance of controls and documentation procedures.
• Perform internal legal review on existing processes, as requested.

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Minimum education (essential):

• Bachelor’s Degree

Minimum education (desirable):

• Business, Marketing, Communications or similar degree

Minimum applicable experience (years):

• 3-5 years in account management

Required nature of experience:

• Key account relationship management and business development. 
• Proven success in driving profitable volume growth in health tech, consumer electronics or consumer packaged goods resulting in preferred supplier status. 
• Reporting

Planning and Execution 10%

• Deeply understand US pharmacy retail, their customer base and operational structures.
• Research and keep abreast of current and future technology, product and competitive trends, within the fast moving and evolving hearing health industry.
• Understand the current hearX product portfolio and details of our product roadmap.
• Execute business development strategies and supporting plans to achieve targets adapting to ensure budgeted targets, sales volumes and objectives in assigned KAs are achieved.
• Proactively identify and present new opportunities to grow established partnerships and unlock additional value to hearX and the end customer. 
• Analyze data providing suggestions to  improve business, marketing and supply chain strategies.

Sales and Relationship Management 40%

• Identify, establish and maintain productive and professional strategic relationships with existing and potential partners, ensuring ample business development opportunities and revenue generation are created.
• Address and resolve queries and complaints, and ensure that complaints are escalated to relevant stakeholders.
• Coordinate the cross functional team involvement in order to meet account performance objectives and KA expectations.
• Act as the point of contact with the KA on all matters, while establishing direct functional-level relationships between hearX and KA partners. 
• Achieve stated sales targets and operational business improvement goals.

Stakeholder and Project Optimization 25%

• Accomplish objectives by establishing plans, budgets and results; reviewing progress and making mid-course corrections to ensure optimal outcomes. 
• Develop a thorough understanding of KA’s needs and requirements by proactively assessing, clarifying and validating such needs/requirements on an ongoing basis.
• Liaise internally and with KA to ensure all aspects of the relationship from rollout to scaleup to marketing campaigns are met in an effective and efficient manner optimizing to address ever changing KA needs. 
• Ensure that communication to the KA contacts are done on time and in accordance with contracts/SLAs.

Presentation, Reporting and Documentation 20%

• Send internal and external communication pre and post meetings, to ensure meetings are productive and action items and outcomes are well communicated, following up to ensure they are achieved. 
• Setup and maintain internal KA client books, including capturing relevant client data, strategic plans, products and system information (KA Body Of Knowledge).
• Develop proposals and documentation aligned with requirements. 
• Set up indicators to track business development  (revenue, growth, opportunities etc). 
• Ensure timely documentation and delivery of KA reports as per agreed KPIs, content, and reporting cadence.

QMS 5%

• Ensure that QMS guidelines are adhered to. 
• Ensure that all supporting documents and records are kept to date. 
• Ensure that all processes are kept relevant.

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nimum education (essential): 

• National Senior Certificate

Minimum education (desirable): 

• Tertiary education diploma/degree relevant to software development.
• 3 year degree in computer science or equivalent.

Minimum applicable experience (years):

• 3 - 5 years as an iOS Developer

Required nature of experience:

• Experience in implementing and delivering native iOS applications of 1 or more projects.

Analysis and Planning 20%

• Collaborate in the application lifecycle (planning, design, development, deployment, maintenance) collaborating with stakeholders for requirements.
• Continuously research and evaluate new technologies to optimize development efficiency.
• Plan and design well-structured, reusable application architecture.
• Implement and develop according to best practices to ensure high-quality, maintainable systems.
• Participate in project planning by providing estimates, contributing to requirement documentation, and assisting with work breakdown structures.
• Participate in user story creation, estimation, and work plan development, ensuring clear communication of requirements.
• Effectively prioritise, and manage dependencies to ensure timely completion, and switch contexts effectively when the need arises.
• Collaborate effectively with development teams to solve problems, make recommendations, and discuss best practices.
• Proactively identify and mitigate code related risks, adapting as needed.
• Track tasks and progress within JIRA.

Development and Testing 50%

• Develop software adhering to project plans, deadlines, and coding standards.
• Develop and maintain high-quality, maintainable systems using efficient and reusable code according to best practices.
• Use version control effectively and according to best practices, as well as backing up other work according to company standards.
• Prepare and maintain testing environments, including examples and instructions.
• Conduct initial testing and assist in developing testing plans.
• Implement and maintain automated tests and component libraries according to team practices.
• Analyse systems to identify root causes of issues within a system, develop workarounds, and implement permanent fixes.
• Deliver thoroughly tested and performance benchmarked work that meets functional requirements before deployment.
• Deploy changes to the production environment following established procedures.
• Implement and maintain DevOps processes, including CI/CD pipelines and Infrastructure as Code as applicable to the team.
• Maintain up to date and accurate code and system level documentation.

Reporting and Communication 10%

• Provide clear, timely, and efficient updates on project status, progress, risks, and potential problems to the team lead.
• Prepare reports, manuals, and other documentation related to software status, operation, and maintenance.
• Maintain accurate system and product change logs, release notes and notifications to other teams, according to company standards and team practices.
• Offer insights and feedback on queries regarding relevant projects.
• Collaborate effectively with team members and stakeholders, by being available on appropriate communication channels with timeous, well articulated responses.

Contribution to the Team 15%

• Take ownership of projects.
• Actively participate in peer code reviews, discuss best practices, and contribute innovative ideas to projects.
• Collaborate with the team to solve problems and ensure successful project delivery - on time and as spec'd.
• Contribute to the development of fellow team members through knowledge sharing and promoting best practices.

Quality Management and Compliance 5%

• Deliver high-quality products that meet specifications, user requirements, best practices, deadlines, and regulatory compliance (e.g., FDA, CE, ISO).
• Apply knowledge of the Quality Management System guidelines and its relevant processes to ensure quality and SOC2 compliance in medical device and other software.
• Ensure all testing adheres to defined specifications.
• Contribute to safeguarding information and data in accordance with company policies.
• Keep all supporting documents up to date.

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Minimum education (essential):

• B. Communication Pathology in Audiology or Hearing Aid Acoustician Foundation

Minimum education (desirable):

• M.Communication Pathology in Audiology

Minimum applicable experience (years):

• 1 - 2 years

Required nature of experience:

• Fitment of hearing aids
• Troubleshooting hearing aid related issues
• Troubleshooting customer experience related issues
• Basic fine tuning of hearing aid settings
• Customer relations and relationship management
• Administration and customer record management
• Working within a digital environment

Customer Support 60%

• Complete assigned CRM tasks for follow-up, support, and survey call to customers. 
• Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Respond to customer queries and follow up with feedback.
• Interpret customer input and feedback into an improved service in terms of hearing aid adoption and acclimatization.
• Do firstline troubleshooting on customer feedback and complaints to resolve hearing aid functionality and experience issues, over either voice or video call, live chat, email or text message and escalate to Lexie Experts if no resolution can be reached.
• Offer solutions to customers to improve hearing aid functionality and experience.
• Solve problems as effectively and efficiently as possible in the least amount of time.
• Offer quality information and comprehensive troubleshooting to customers to reduce call backs.
• Escalate and assign queries correctly and with discretion for efficient resolutions.
• Liaise with other Lexie Experts to improve customer satisfaction.  
• Make supervised adjustments to hearing devices, using remote support when advised by the Lexie Experts.
• Achieve set retention goals and onboarding targets.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Provide feedback to the Support Supervisor(s)  on the performance of the devices, customer feedback and Hearing Hub performance as required by the team.
• Assist customers with questions about the Lexie  hearing aid benefits.
• Handle escalated incoming calls regarding services and technologies offered.
• Provide good quality information to customers to ensure that the products meet their needs to minimise returns.
• Upsell additional products to existing (and prospective) customers. 
• Assist in achieving set revenue goals and targets.
• Follow up on calls, messages and tasks for nurturing leads.

Customer Experience 20%

• Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes. 
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction.
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query.
• Liaise with Relationship Managers, Lexie Experts, Fulfillment and Debtors to improve customer satisfaction. 
• Maintain customer support KPIs at all times to ensure a high ‘customer effort score’ by going above and beyond for customers. 
• Gather customer feedback via post-call reviews and the Lexie Rewards program.
• Reinforce information provided on a call with texts and/or emails.

Continuous Improvement 10%

• Liaise with the CIA to maintain the list of FAQs.
• Keep supervisor(s) informed about recurring queries logged by customers; and the corresponding responses.
• Guide management on the needs and desires of our prospective and existing customers. 
• Provide customer feedback on product or training information to the CIA.
• Provide feedback to the CIA and Marketing on the support material available that could be helpful to customers and staff.
• Report any roadblocks and limitations for effective customer support to management.
• Actively participate in training activities and successfully complete training activities.

Quality & Compliance 10%

• Ensure communication is ethical and in line with Company Policy and provided training. 
• Maintain high QA scores, other KPI scores and customer satisfaction rate.
• Maintain absolute customer confidentiality and protection of personal information in accordance with procedure.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure.
• Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution. 
• Ensure other required documents, reports and email accounts are up to date and accurate.
• Positively adhere to all regulatory, policy and procedural requirements.

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Minimum education (essential): 

• BEng (Industrial / Chemical), BCom (Information Systems / IT), BSc (Computer Science / Informatics)

Minimum education (desirable): 

• BEng Hons (Industrial / Chemical), BCom Hons (Information Systems / IT), BSc Hons (Computer Science / Informatics)

Minimum applicable experience (years):

• 5+ years

Required nature of experience:

• Business Analysis within the IT, software or medical device field (SaaS and/or PaaS models would be beneficial)
• Development of project, product and system specifications 
• Requirement gathering and documentation 
• Project Management
• Software development life cycle (end-to-end project exposure)
• Stakeholder Management
• Mentoring
• Workshop Facilitation

Team Mentorship 10%

• Increase the team’s effectiveness with the following:
• Recruitment, selection and orientation (as and when required);
• Training and development;
• Assign accountability and plan;
• Monitor and appraise job and project results;
• Develop a climate for offering information and opinions.
• Ensure the team meets timelines and produces content of the highest quality, always maintaining the professional image of hearX, both internally and externally.
• Ensure that the team has the support and resources it needs to thrive and develop professionally.

Business Analysis 35%

• Direct intuitive system and product requirements and specification design, in terms of researching, consulting and analyzing needs.
• Drive best practice design and development methodologies in sustaining high quality, clean, auditable and manageable products and systems.
• Compile and evaluate relevant specifications documents, UX, UI designs, wire-frames and test cases.
• Manage effective system testing and approval, including the management of release notes and effective communication with stakeholders on changes and/or improvements.
• Work with front-end, back-end and mobile developers, marketing, sales, research and design departments to ensure a holistic management process of project management.
• Evaluate and drive analysis of the entire execution process to enhance future business analysis and implementation efforts.
• Continuously monitor and improve existing products, systems and processes within the division.
• Identify the identification of issues, bugs, and bottlenecks and evaluate and implement solutions to these problems within the division.

Business Processes and Strategy 25%

• Manage key relationships (clients and suppliers) under purview in the team.
• Manage business process improvements, operationalization and optimization.
• Drive strategies for the implementation of products, projects or systems, including commercialization, legal and operational aspects.
• Identify, analyze and report on risks, along with appropriate mitigation measures and implementation for said risks.
• Ensure profitability increase of products through the streamlining of development, manufacturing and maintenance thereof.
• Monitor and maintain effective stakeholder management (both internal and external) 
• Drive a data-lead approach within the division, ensuring data is top of mind and considered across functions.
• Manage accuracy (through checks and fail safes) of the division’s data system.
• Evaluate technology limitations and deficiencies in applications and associated processes, procedures and methods within the division.
• Manage the smooth implementation of changes by communicating with and training relevant stakeholders. Address concerns and ensure a successful transition.
• Drive the accomplishment of objectives by establishing plans, budgets and results; reviewing progress and making mid-course corrections to ensure optimal outcomes.

Project Delivery 20%

• Manage full cycle Project and Product Management including capacity management, stakeholder engagement and resource tracking.
• Multi-task on a suite of projects and products, all within different stages of development and implementation.
• Work with cross functional departments to ensure a holistic management process of project management. (Analytics, software development, product development, marketing, design, operations)
• Manage tasks and priorities within the team.

Record-Keeping, Management and Compliance 10%

• Compile and maintain relevant records as is necessary for compliance to ISO, CE, FDA (and other) standards and requirements as is applicable to assigned products.
• Drive the accomplishment of objectives by establishing plans, budgets and results; reviewing progress and making mid-course corrections to ensure optimal outcomes. 
• Manage efficient and effective reporting on strategies, prioritization and tasks.
• Manage efficient and effective reporting on performance of products and systems.
• Take personal ownership for projects/products/systems and work quality as well as contributing to team development and the hearX ecosystem as a whole.
• Drive the conformity of products to product requirements in terms of the hearX Quality Objectives which includes regulatory and legislative compliance.
• Drive continued improvement and upkeep on existing applications.
• Manage the accurate development of products (i.e. according to specifications and end user requirements).
• Manage the efficient development of products (i.e. according to best practice and on time)
• Ensure testing is completed according to specification.
• Manage release schedule and communicate deployment details.

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Minimum education (essential):

• Certificate in relevant Web Development or Graphic Design

Minimum education (desirable):

• Diploma in relevant Web Development or Graphic Design

Minimum applicable experience (years):

• 3+ years working experience

Required nature of experience:

• Experience with translating UI & UX designs into HTML, CSS and Javascript websites using React, with a focus on user experience and usability.
• Use sound development practices to build a solid product while iterating quickly.

Analysis and Planning 15%

• Collaborate in the application lifecycle (planning, design, development, deployment, maintenance) collaborating with stakeholders for requirements.
• Continuously research and evaluate new technologies to optimize development efficiency.
• Plan and design well-structured, reusable application architecture.
• Implement and develop according to best practices to ensure high-quality, maintainable systems.
• Participate in project planning by providing estimates, contributing to requirement documentation, and assisting with work breakdown structures.
• Participate in user story creation, estimation, and work plan development, ensuring clear communication of requirements.
• Effectively prioritise, and manage dependencies to ensure timely completion, and switch contexts effectively when the need arises.
• Collaborate effectively with development teams to solve problems, make recommendations, and discuss best practices.
• Proactively identify and mitigate code related risks, adapting as needed.
• Track tasks and progress within JIRA.

Development and Testing 55%

• Develop software adhering to project plans, deadlines, and coding standards.
• Develop and maintain high-quality, maintainable systems using efficient and reusable code according to best practices.
• Use version control effectively and according to best practices, as well as backing up other work according to company standards.
• Prepare and maintain testing environments, including examples and instructions.
• Conduct initial testing and assist in developing testing plans.
• Implement and maintain automated tests and component libraries according to team practices.
• Analyse systems to identify root causes of issues within a system, develop workarounds, and implement permanent fixes.
• Deliver thoroughly tested and performance benchmarked work that meets functional requirements before deployment.
• Deploy changes to the production environment following established procedures.
• Implement and maintain DevOps processes, including CI/CD pipelines and Infrastructure as Code as applicable to the team.
• Maintain up to date and accurate code and system level documentation.

Reporting and Communication 10%

• Provide clear, timely, and efficient updates on project status, progress, risks, and potential problems to the team lead.
• Prepare reports, manuals, and other documentation related to software status, operation, and maintenance.
• Maintain accurate system and product change logs, release notes and notifications to other teams, according to company standards and team practices.
• Offer insights and feedback on queries regarding relevant projects.
• Collaborate effectively with team members and stakeholders, by being available on appropriate communication channels with timeous, well articulated responses.

Contribution to the Team 15%

• Take ownership of projects.
• Actively participate in peer code reviews, discuss best practices, and contribute innovative ideas to projects.
• Collaborate with the team to solve problems and ensure successful project delivery - on time and as speced.
• Contribute to the development of fellow team members through knowledge sharing and promoting best practices.

Quality Management and Compliance 5%

• Deliver high-quality products that meet specifications, user requirements, best practices, deadlines, and regulatory compliance (e.g., FDA, CE, ISO).
• Apply knowledge of the Quality Management System guidelines and its relevant processes to ensure quality and SOC2 compliance in medical device and other software.
• Ensure all testing adheres to defined specifications.
• Contribute to safeguarding information and data in accordance with company policies.
• Keep all supporting documents up to date.

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Minimum education (essential):

• Course or Certificate in Programming

Minimum education (desirable):

• Bachelor’s degree in Computer Science or Engineering (or similar)

Minimum applicable experience (years):

• 5 years working experience

Required nature of experience:

• Software development

Analysis and Planning 30%

• Lead the application lifecycle (planning, design, development, deployment, ongoing maintenance), creating user stories and estimates, collaborating with cross-functional teams.
• Continuously research, evaluate, and integrate new technologies to optimize development efficiency and application performance.
• Plan and design well-structured, reusable application architecture.
• Introduce and implement best practices to ensure high-quality, maintainable systems.
• Participate in project planning by providing accurate estimates, contributing to requirement documentation, and assisting in work breakdown structures for the team.
• Lead the collection and documentation of user requirements, user story creation, estimation, and work plan development, ensuring clear communication of requirements.
• Effectively prioritize, and manage dependencies to ensure timely completion, and switch contexts effectively when the need arises.
• Collaborate effectively with cross-functional teams to solve problems, make recommendations, and discuss best practices.
• Proactively identify and mitigate cross-functional and user facing risks, adapting as needed.
• Track task and project progress within JIRA.

Development and Testing 40%

• Lead and participate in software development adhering to project plans, deadlines, and coding standards.
• Develop and maintain high-quality, maintainable systems using efficient and reusable code according to best practices.
• Use version control effectively and according to best practices, as well as backing up other work according to company standards.
• Prepare and maintain comprehensive testing environments with clear examples and instructions.
• Conduct initial testing and assist in developing testing plans to ensure applications meet specifications.
• Implement and maintain automated tests and component libraries and contribute to team best practices.
• Analyze systems to identify root causes of issues across systems, develop workarounds, and implement permanent fixes.
• Deliver thoroughly tested, performance benchmarked, and functionally-compliant work, ensuring readiness for deployment.
• Deploy changes to the production environment following established procedures and supervise more junior team members.
• Oversee, implement and maintain all DevOps processes, including CI/CD pipelines and Infrastructure as Code as applicable to the team.
• Take ownership of maintaining up to date and accurate code and system level documentation .
• Collaborate with members of other teams to ensure timely integration between systems.

Reporting and Communication 10%

• Provide clear, timely, and insightful updates on project status, progress, risks, and potential problems to the line manager and stakeholders.
• Prepare reports, manuals, and other documentation related to software status, operation, and maintenance.
• Maintain accurate system and product change logs, release notes and notifications to other teams, according to company standards and team practices.
• Offer expert insights and feedback on queries regarding relevant projects.
• Collaborate effectively with team members and stakeholders, by being available on appropriate communication channels with timeous, well articulated responses.

Contribute to the team 10%

• Take ownership of projects and products, driving successful completion.
• Actively participate in peer code reviews, provide constructive feedback, discuss best practices, and contribute innovative ideas to projects.
• Collaborate with the team, and interface with other teams, to solve problems and ensure successful project and product delivery.
• Lead and mentor the development team, fostering a collaborative, innovative, and growth-oriented environment through coaching, code reviews, knowledge sharing, and promoting best practices.
• Identify opportunities for team growth and encourage skill development.
• Contribute to the recruitment process by providing technical expertise.

Quality Management and Compliance 5%

• Lead the development of high-quality products that meet specifications, user requirements, best practices, deadlines, and regulatory compliance (e.g., FDA, CE, ISO).
• Apply knowledge of the Quality Management System guidelines and its relevant processes to ensure quality and SOC2 compliance in medical device- and other software.
• Ensure all testing adheres to defined specifications and contributes to continuous improvement of existing applications.
• Lead efforts to safeguard information and data in accordance with company policies.
• Keep all supporting documents up to date.
• Assist the team lead in keeping processes relevant and up to date.

Infrastructure & Database Administration 5%

• Design and implement new database structures and content, ensuring optimal performance and scalability.
• Lead the maintenance of database integrity and efficiency through ongoing optimisation strategies.
• Lead data restoration efforts when required, minimizing downtime and data loss.
• Perform advanced and higher risk DevOps and Infrastructure as Code changes responsibly when the need arises.

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Minimum education (essential): 

• National Senior Certificate

Minimum education (desirable):

• Tertiary education diploma/degree relevant to software development
• 3 year degree in computer science or equivalent

Minimum applicable experience (years): 

• 3 years

Required nature of experience: 

• Hands on software developer having been responsible for the development and maintenance of 1 or more projects.

Analysis and Planning 20%

• Collaborate in the application lifecycle (planning, design, development, deployment, maintenance) collaborating with stakeholders for requirements.
• Continuously research and evaluate new technologies to optimize development efficiency.
• Plan and design well-structured, reusable application architecture.
• Implement and develop according to best practices to ensure high-quality, maintainable systems.
• Participate in project planning by providing estimates, contributing to requirement documentation, and assisting with work breakdown structures.
• Participate in user story creation, estimation, and work plan development, ensuring clear communication of requirements
• Effectively prioritize, and manage dependencies to ensure timely completion, and switch contexts effectively when the need arises
• Collaborate effectively with development teams to solve problems, make recommendations, and discuss best practices
• Proactively identify and mitigate code related risks, adapting as needed
• Track tasks and progress within JIRA

Development and Testing 50%

• Develop software adhering to project plans, deadlines, and coding standards
• Develop and maintain high-quality, maintainable 
• systems using efficient and reusable code according to best practices.
• Use version control effectively and according to best practices, as well as backing up other work according to company standards
• Prepare and maintain testing environments, including examples and instructions
• Conduct initial testing and assist in developing testing plans
• Implement and maintain automated tests and component libraries according to team practices
• Analyze systems to identify root causes of issues within a system, develop workarounds, and implement permanent fixes
• Deliver thoroughly tested and performance benchmarked work that meets functional requirements before deployment
• Deploy changes to the production environment following established procedures
• Implement and maintain DevOps processes, including CI/CD pipelines and Infrastructure as Code as applicable to the team
• Maintain up to date and accurate code and system level documentation

Reporting and Communication 10%

• Provide clear, timely, and efficient updates on project status, progress, risks, and potential problems to the team lead
• Prepare reports, manuals, and other documentation related to software status, operation, and maintenance
• Maintain accurate system and product change logs, release notes and notifications to other teams, according to company standards and team practices
• Offer insights and feedback on queries regarding relevant projects
• Collaborate effectively with team members and stakeholders, by being available on appropriate communication channels with timeous, well articulated responses

Contribution to the Team 15%

• Take ownership of projects
• Actively participate in peer code reviews, discuss best practices, and contribute innovative ideas to projects
• Collaborate with the team to solve problems and ensure successful project delivery - on time and as spec'd
• Contribute to the development of fellow team members through knowledge sharing and promoting best practices

Quality Management and Compliance 5%

• Deliver high-quality products that meet specifications, user requirements, best practices, deadlines, and regulatory compliance (e.g., FDA, CE, ISO)
• Apply knowledge of the Quality Management System guidelines and its relevant processes to ensure quality and SOC2 compliance in medical device- and other software
• Ensure all testing adheres to defined specifications
• Contribute to safeguarding information and data in accordance with company policies
• Keep all supporting documents up to date

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Minimum Requirements 

Education

• Matric (essential)
• Customer Satisfaction Certificate (desirable)

Experience 

• 2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)

Required nature of experience

• Customer relations and relationship management
• Telephonic and email support 
• Video calling experience (advantageous)
• Contact center experience
• Telephonic sales experience and high conversion rates (advantageous)
• Technical support experience
• Administration and record management
• Working in a digital environment

Customer  Support 50%

• Answer any inbound calls and assist as far as possible.
• Maintain a high first contact resolution rate, without compromising customer care.
• Provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
• Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Escalate and assign queries correctly and with discretion for efficient resolutions.
• Offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Transfer/relay queries to the Lexie Expert, Fulfillment or Debtors team in a timely manner.
• Complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
• Assist with outbound calling tasks as and when required/requested.
• Transfer all inbound sales calls to the RMs according to procedure.
• Upsell additional products to existing or (and prospective) customers. 
• Provide customers with relevant product or training information as required. 
• Provide good quality information to customers to ensure that the products meet their needs to minimize returns.

Customer Experience 30%

• Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes. 
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction.
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query.
• Liaise with Lexie Experts to improve customer satisfaction. 
• Maintain customer support KPIs at all times to ensure a high ‘customer effort score’ by going above and beyond for customers. 
• Gather customer feedback via post-call reviews and the Lexie Rewards program.
• Actively communicate with other staff members to ensure best practice customer satisfaction.
• Reinforce information provided on a call with texts and/or emails.
• Ensure a minimal to zero missed call rate.

Continuous Improvement 10%

• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
• Alert management to the needs and desires of our prospective and existing customers. 
• Provide customer feedback on product or training information to the Continuous Improvement Audiologist.
• Provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff.
• Actively participate in training activities and successfully complete training activities.

Quality & Compliance 10%

• Ensure communication is ethical and in line with Company Policy and provided training. 
• Maintain high QA scores, other KPI scores and customer satisfaction rate.
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure.
• Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution. 
• Ensure other required documents, reports and email accounts are up to date and accurate.
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
• Positively adhere to all regulatory, policy and procedural requirements.