First Line Support Consultant

Pinewood; Metropolitan Borough of Solihull; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday + UK bank holidays

4x life assurance

EAP – 24/7 support for you and family

Cycle to Work scheme

Eyecare vouchers

Career development opportunities

Exclusive Gym membership

Job summary

Pinewood.AI is hiring a Customer Support Consultant to assist end users of our cloud-based Dealer Management System. You’ll be the first point of contact, troubleshoot issues, train clients, and help grow our knowledge base.

The role requires a customer-focused attitude, strong communication, and the ability to work a three-shift rota with occasional weekend work. Hybrid working is offered in the UK.

Qualifications

• Strong customer support background in Retail or Automotive.
• Good time management and workload prioritisation.
• Detail-oriented with problem-solving mindset.
• Level education or equivalent; computing/Software background beneficial.

Responsibilities

• Provide excellent customer service via phone, email, and webchat.
• Diagnose and resolve customer queries promptly and professionally.
• Build relationships with stakeholders and relay product issues to the team.
• Log and investigate outstanding tickets and contribute to knowledge base.
• Mentor junior team members as knowledge grows.
• Support 3-shift rota and weekend/bank holiday coverage when needed.

Skills

Customer support

Time management

Attention to detail

Problem solving

Education

A Level or equivalent

Computing/Software degree beneficial

Job description

The Opportunity

Pinewood.AI currently has an exciting opportunity for an experienced, enthusiastic and customer-focused Support Consultant to join the team and help deliver an exceptional service to the end users of our cloud-based system application (Dealer Management System).

As a Customer Support Consultant, you will be the first point of contact for our customers, assisting with any day-to-day queries, helping to trouble shoot problems, and providing client training.

Your responsibilities will include:

• Providing clients with an excellent customer service via phone, email, and webchat.
• Diagnosing and finding solutions to customer queries in a timely, professional manner.
• Developing relationships with stakeholders across the business and communicating product related issues to the relevant team.
• Logging and investigating outstanding tickets.
• Contributing to and helping to develop Pinewood’s internal knowledge base.
• As your knowledge grows, providing support to more junior members of the team.

This is a full-time position on a three-shift rota (8:00am - 4:30pm, 9:00am - 5:30pm and 10:30am - 7:00pm). Occasional weekend and bank holiday work is also expected and will work on a rolling shift pattern.

We are looking for a natural people person with an ability to understand the needs of the customer. You'll have an inquisitive mindset with a flair for problem solving.

The ideal candidate will also have:

• Strong customer support background either in Retail or Automotive

• Strong time management skills with an ability to prioritise your workload.
• A strong attention to detail and ability to think outside of the box.
• A Level education OR equivalent in work experience (a Bachelor's degree in a Computing or Software related field is beneficial but not essential).
• An interest in the IT or Automotive industry.

Desirable

• At least 1 year of previous experience in a non-scripted customer helpdesk role (either in SaaS or the IT or Automotive industry would be preferrable).
• Experience of working in a dealership, or having previously worked with the Pinewood.AI system (formerly Pinewood DMS/Pinnacle), is highly beneficial but not essential.

• A competitive starting salary of £25,000 per annum
• 5% stakeholder bonus scheme
• Share scheme
• Hybrid working
• 25 days holiday plus all UK bank holidays
• 4x life assurance
• Enhanced family-friendly leave – 5 months’ full pay for maternity or adoption, plus 2 weeks’ fully paid paternity/adoption leave and an extra 2 weeks to use as paid annual leave within 24 months of birth or adoption
• Employee Assistance Programme (EAP) – free, confidential 24/7 support for you and your immediate family (including counselling, legal & financial advice, and wellbeing resources)
• Regular 1-2-1s and career development opportunities
• Cycle to Work scheme – save up to 40% on bikes and accessories through salary sacrifice
• Eyecare vouchers – free eye test and contribution towards prescription glasses
• Regular social events
• Employee recognition and awards
• Exclusive Gym membership
  

Why join Pinewood.AI?

This is an exciting opportunity to connect, communicate, and make a real impact across a global technology business. As a First Line Support Consultant at Pinewood.AI, you’ll be on the frontline of our customer experience building trust, driving clarity, and delivering outstanding support as customers use our global SaaS platform. We’re looking for ambitious individuals ready to start or grow their career in a fast-moving, innovative SaaS environment.

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. This is an excellent opportunity to join a forward-thinking full-service technology partner and make a direct impact on our client's experience. We offer lots of on the job training, a flexible work environment, and an opportunity to develop a long-term career.