Be the first point of contact for Financial Application 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

Minimum of 1 year’s experience in a non-scripted IT Support role such as Application Support, or similar. Experience within SaaS, IT, or the Automotive industry is highly desirable. Please note that call centre experience on its own would not be sufficient for this role.
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.
Please note we are only looking for people that have previously supported Finance related Applications.

**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

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)

First Line Support Consultant – Finance Apps Support

Key skills