Jobs at hearX Group

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 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)

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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Requirements

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

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 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

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.