First Line Support Consultant

Jobtailor; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Jobtailor in Cape Town seeks an experienced Application Support professional to act as the first contact for customer queries across channels. You will resolve issues for Pinewood.AI platform users, log interactions in Zendesk, and escalate complex problems with clear details.

The role emphasizes customer-first service, proactive problem-solving, and collaboration with team leaders to improve performance. Knowledge of dealership operations is a plus.

Qualifications

• Experience delivering non-scripted support in SaaS, IT, or automotive contexts.
• Strong customer service and communication skills with users of varying technical ability.
• Proactive, ownership-driven approach with focus on tailored solutions.

Responsibilities

• 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 escalate 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

Skills

Customer service skills

Zendesk proficiency

SaaS experience

Automotive industry knowledge

Issue resolution

Clear communication

Team collaboration

Empathy

Detail-oriented

Proactive approach

Tools

Zendesk

Pinewood.AI

Pinewood DMS

Pinnacle

Job description

• 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

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


• 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

Core Competencies

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.

Highest-signal resume keywords

• Customer Service Skills


• Zendesk Proficiency


• SaaS Experience


• Automotive Industry Knowledge


• Issue Resolution

Hard Skills

• Application Support


• IT Support


• Helpdesk Experience


• Ticket Management


• KPI Tracking

Soft Skills

• Clear Communication


• Proactive Approach


• Team Collaboration


• Empathy


• Detail-Oriented

Industry Keywords

• SaaS


• Automotive Industry


• Dealership Operations


• Customer Satisfaction


• Service-Level Expectations

Tools & Technologies

• Zendesk


• Pinewood.AI


• Pinewood DMS


• Pinnacle