Job Description

We're looking for a proactive, customer-focused First Line Support Consultant to join our South Africa-based application support team. In this role, you'll be the first point of contact for software support queries from our customers, resolving issues quickly where possible and escalating where needed. You'll use your problem-solving skills, strong communication, and sense of ownership to ensure every customer receives a consistent, high-quality experience.
This role suits someone who enjoys learning, thrives in a collaborative environment, and is comfortable working in a global business that values continuous improvement. If you enjoy making a difference and want to be part of an inclusive, growth-oriented team, we'd love to hear from you.
Key Responsibilities:

• Be the first point of contact for support queries raised by customers, responding quickly and professionally across all channels.
• Provide clear, helpful advice and resolutions to users experiencing issues with the Pinewood.AI platform, using available knowledge resources and internal workflows.
• Accurately log every customer interaction in Zendesk, ensuring information is complete, easy to follow, and useful for future reporting and quality checks.
• Where an issue can't be resolved at first contact, triage and escalate it to the second-line team with all the necessary detail, doing so quickly and clearly.
• Keep customers regularly updated on their open tickets in line with our service level expectations, and make sure they always know what to expect next.
• Take ownership of your own performance by tracking your KPIs (response time, resolution rate, customer satisfaction), and working with your Team Leader to improve where needed.
• Actively contribute to team goals, helping to manage workload across the team and jumping in to support others when needed.
• Build your system and product knowledge by following your onboarding and learning plan, staying curious and engaged as the platform evolves.
• Flag critical or high-priority issues to your Team Leader promptly, and keep customers reassured through clear, confident communication until resolution.
• Represent Pinewood.AI with professionalism, empathy, and a customer-first mindset in every interaction

Requirements

• Minimum of 1 year's experience in a non-scripted support role such as IT Support, Helpdesk Advisor, Application Support, or similar. Experience within SaaS, IT, or the Automotive industry is highly desirable.

• Strong customer service skills, with the ability to communicate clearly, calmly, and professionally with users of varying technical ability.
• A proactive, self-led approach with a strong sense of ownership and a genuine passion for delivering exceptional service.
• Proven ability to understand business needs, resolve issues effectively, and provide tailored solutions with a logical, detail-oriented mindset.
• Confident using support tools and platforms (e.g. Zendesk or similar) in a busy, ticket-driven environment.
• Excellent written and verbal communication in English.
• A collaborative team player who is comfortable supporting others and working within a close-knit group.
• Eagerness to learn and develop, you'll follow a structured training plan and be supported as you grow your knowledge across the platform.
• Flexibility to travel occasionally and adapt in a fast-paced, evolving environment.

Desirable Experience:

• Previous experience in the automotive industry is a plus; we welcome candidates with backgrounds in dealership sales, aftersales, or accounts.
• Familiarity with Pinewood.AI (formerly Pinewood DMS/Pinnacle) or equivalent solutions
• Understanding of how dealerships operate and the challenges faced by users in these roles

Benefits
We'll share the full details of our benefits package during your initial conversation, tailored to the role and location.
Working Hours:
This role operates on a seasonal offset rota, aligning with UK business hours throughout the year.

• April to October: Shifts run between 08:00 and 20:00 SAST (aligned with British Summer Time)
• November to March: Shifts run between 09:00 and 21:00 SAST (aligned with UK GMT)

This approach ensures consistent support coverage in line with UK hours. You'll rotate across early, mid, and late shifts, with schedules shared in advance.
About Us
Our story began more than 20 years ago, but right from the start, it has been rooted in the specific needs of the automotive industry. As automotive professionals as well as technologists, we wanted to build practical technology solutions that were designed around how automotive businesses work, recognising what makes them different. Pinewood.AI is an unparalleled Automotive Intelligence Platform that enables automotive retail customers and OEMs to drive growth and profitability throughout every aspect of their business.
Pinewood's cloud-based, secure end-to-end ecosystem unlocks the value of every customer. Our vision is to be the full-service technology partner that helps automotive retailers and OEMs run more efficiently and increase revenue by making better commercial and business decisions more easily.

Skills Required