Offshore Support Coordinator

2 weeks ago


Centurion, South Africa Westrocon Full time

**Overview**:
Westrocon is looking for a support coordinator to manage all offshore clients during their working hours. Currently, the working hours will be according to the US Pacific Time zone (working hours 15:00 - 23:00 SAST).

The offshore support coordinator will manage support requests from offshore clients, and coordinate with the support team. They will also be responsible for mini projects as the project manager and the successful execution thereof.

**Key Responsibilities**:

- Responsible for managing support requests and incidents within the SAP module areas for all offshore clients.
- Be the first point of contact for offshore clients for SAP-related support.
- Follow up on open tickets to ensure that problems are resolved to users' satisfaction for all offshore clients.
- Collaborating with offshore clients to gather relevant information about issues, providing updates on the status of incidents, and ensuring effective communication throughout the resolution process.
- Ensures technical and functional standards are observed in line with SAP best practice guidelines.
- Manage and track all mini-projects as the project manager.
- Ensure that all mini projects are delivered on time, within scope and budget.
- Track mini-project performance, specifically to analyse the successful completion of short and long-term goals.
- Generating regular reports on incident management metrics, such as response time, resolution time, and overall performance, to evaluate and improve the support process.
- Adherence to SLAs (Service Level Agreements): Ensuring that support activities and incident resolutions are in line with agreed-upon SLAs to meet client expectations.
- Liaise with the delivery teams from multiple service providers to facilitate timely and flawless execution of the support tasks.
- Act as the initial point of escalation and manage escalations within the organisation and with external parties like SAP.

**Requirements**:

- Bachelor's degree in Information Technology, Commerce, Project Management, Engineering, or related fields.
- 4+ years' proven experience as a functional SAP ECC or S/4HANA Consultant in Projects or Support.
- Certified in SAP S/4HANA or related SAP certification will be an advantage.
- Excellent documentation and reporting skills for support, client communication, stakeholder engagement and team management.
- Reporting and analytics experience/understanding is advantageous.
- Understand the use of project methodologies and tools.
- Experienced in organisational structure setup and configuration.
- Working understanding of SAP Best Practices.
- Proven track record of management, team leadership or related.

**Key Attributes**:

- Excellent client-facing and internal communication skills.
- Strong management, administrative, analytical and strong problem-solving skills with a detailed-orientated approach to provide clear recommendations and out-of-the-box thinking.
- Time management, ability to prioritise and manage multiple tasks.
- Excellent interpersonal and customer relationship management skills to effectively collaborate with various stakeholders at all levels.
- Excellent English written and verbal communication skills.
- Strong leadership skills with the ability to drive tasks to completion and take ownership of tasks and activities.



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