First-Line SaaS Support Specialist – Customer-Focused

Pinewood; Cape Town; On-site; ZAR 180,000 - 280,000; Full time

Job summary

Pinewood is seeking a proactive First Line Application Support Consultant in South Africa. You will be the initial contact for customer queries, delivering timely, clear assistance and logging all interactions in Zendesk. The role emphasizes ownership, ongoing learning, and collaboration across a global team.

You’ll support Pinewood.AI platform users, triage issues where needed, and provide updates within defined SLAs while growing knowledge of the product and processes.

Qualifications

• 1+ year 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.
• Call Centre experience alone is not sufficient.

Responsibilities

• Be the first point of contact for 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 elevate 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

Job description

Pinewood is seeking a proactive First Line Application Support Consultant in South Africa. You will be the initial contact for customer queries, delivering timely, clear assistance and logging all interactions in Zendesk. The role emphasizes ownership, ongoing learning, and collaboration across a global team.

You’ll support Pinewood.AI platform users, triage issues where needed, and provide updates within defined SLAs while growing knowledge of the product and processes.