Contract: Full-time, Permanent

Work-mode: Hybrid (2 days working from home p/w)

Location: Limassol, Cyprus

Salary: Up to €39,000 gross per annum (13 months - negotiable, depending on experience and qualifications)

Our client is a leading consulting, technology, and outsourcing services organisation supporting businesses across more than 30 countries. Combining industry expertise with innovative technology solutions, the company helps clients optimise operations, improve efficiency, and accelerate business growth.

With a collaborative and forward-thinking culture, the organisation offers professionals the opportunity to work on international projects within a dynamic and technology-driven environment.

Our client is seeking an experienced Customer Support Supervisor to oversee and coordinate the AMS support function across multiple SAP product lines.

This is a newly created role focused on ensuring that all inbound support tickets are acknowledged, triaged, assigned, and progressed within agreed SLA commitments. The successful candidate will act as the operational control point for support activities, working closely with consultants, team leads, and customers to ensure service quality and operational efficiency.

Responsibilities

• Manage the Jira AMS support queue across multiple SAP product lines
• Ensure all inbound tickets are acknowledged within agreed SLA timeframes
• Triage and classify tickets by severity, product, and request type
• Assign tickets to the appropriate consultants or team leads
• Monitor SLA timelines and proactively escalate tickets approaching breach
• Maintain accurate Jira records, ticket categorisation, and resolution updates
• Follow up with consultants regarding ticket updates and resolutions
• Act as the operational escalation point for stalled or delayed tickets
• Coordinate with Team Leads across SAP Business One, S/4HANA, SuccessFactors, and Analytics teams
• Ensure consultants maintain proper ticket updates, time logging, and closure procedures
• Identify recurring operational bottlenecks and escalate accordingly
• Serve as the primary contact for customer ticket updates and escalations
• Provide proactive communication regarding ticket progress and delays
• Manage customer expectations professionally and effectively
• Handle escalation calls and support communications where required
• Utilise AI-assisted tools to improve communication efficiency where appropriate
• Coordinate incoming change requests and route them appropriately
• Differentiate between support incidents and billable change requests
• Support operational reporting and SLA performance monitoring
• Produce weekly SLA and ticket performance reports for management
• Contribute to support process improvements, SOPs, and knowledge base initiatives

Requirements

• Minimum 3 years of experience in customer support, service desk, or operations coordination roles within IT, software, ERP, or technology environments
• Experience managing high-volume support queues and coordinating cross-functional teams
• Strong understanding of SLA frameworks and customer service KPIs
• Experience using Jira or similar ticketing/project management platforms
• Excellent communication skills in English (Greek will be considered an advantage)
• Strong organisational and prioritisation abilities
• Confident and proactive communication style with the ability to manage escalations professionally
• Ability to work independently and collaboratively in fast-paced environments

Preferred Qualifications

• Experience supporting ERP or enterprise software environments (SAP, Oracle, Microsoft Dynamics, etc.)
• Working knowledge of SAP products, particularly SAP Business One
• Experience within Managed Services or AMS environments
• Familiarity with ITIL or structured service management frameworks
• Experience using AI tools such as ChatGPT, Claude, or Copilot to support operational efficiency
• Previous supervisory or team lead experience

Benefits

• Provident Fund & Medical Fund
• Performance bonus scheme
• Hybrid working model for Cyprus-based employees
• Fully remote opportunity for candidates based abroad
• Half-day Fridays
• Continuous learning and professional development opportunities
• Competitive remuneration package
• Collaborative, entrepreneurial, and innovative working environment