First Line Support Consultant

• Serve as the first point of contact for customer Application Support queries across all channels
• Provide advice and resolve issues for users of the Pinewood.
  
  AI platform using knowledge resources and internal workflows
• Log every customer interaction accurately in Zendesk
• Triage and escal… unresolved issues to the second-line team with complete details
• Keep customers updated on open tickets according to service-level expectations
• Track KPIs including response time, resolution rate, and customer satisfaction
• Work with the Team Leader to improve performance
• Contribute to team goals and help manage workload across the team
• Build system and product knowledge through onboarding and learning plans
• Escalate critical or high-priority issues to the Team Leader
• Represent Pinewood.
  
  AI professionally with empathy and a customer-first mindset

• Minimum of 1 year's experience in a non-scripted support role such as IT Support, Helpdesk Advisor, Application Support, or similar
• Experience with in SaaS, IT, or the Automotive industry is highly desirable
• Call Centre experience alone is not sufficient experience
• Strong customer service skills and ability to communicate clearly, calmly, and professionally with users of varying technical ability
• Proactive, self-led approach with strong ownership and passion for exceptional service
• Ability to understand business needs, resolve issues effectively, and provide tailored solutions with a logical, detail-oriented mindset
• Confident using support tools and platforms such as Zendesk or similar in a busy, ticket-driven environment
• Excellent written and verbal communication in English
• Collaborative team player comfortable supporting others and working within a close-knit group
• Eagerness to learn and develop through a structured training plan
• Flexibility to travel occasionally and adapt in a fast-paced, evolving environment
• Previous automotive industry experience is a plus; backgrounds in dealership sales, aftersales, or accounts welcomed
• Familiarity with Pinewood.
  
  AI, formerly Pinewood DMS/Pinnacle, or equivalent solutions
• Understanding of dealership operations and challenges faced by users in these roles

Demonstrates strong customer service skills and the ability to effectively resolve issues in a non-scripted support role, utilizing tools like Zendesk. Possesses a proactive approach to problem-solving and a solid understanding of dealership operations within the automotive industry.

• Customer Service Skills
• Zendesk Proficiency
• SaaS Experience
• Automotive Industry Knowledge
• Issue Resolution

• Application Support
• IT Support
• Helpdesk Experience
• Ticket Management
• KPI Tracking

• Clear Communication
• Proactive Approach
• Team Collaboration
• Empathy
• Detail-Oriented

• SaaS
• Automotive Industry
• Dealership Operations
• Customer Satisfaction
• Service-Level Expectations

• Zendesk
• Pinewood.
  
  AI
• Pinewood DMS
• Pinnacle