First Line Support Consultant (Apps Support) - Cape Town
On-site · Cape Town, Western Cape, South Africa
Job Summary
First Line Support Consultant for Pinewood.AI in Cape Town supporting Swedish- and English-speaking customers across automotive dealership modules (Finance, Accounts, Aftersales). Be the first point of contact for application-support queries, provide clear resolutions, log interactions in Zendesk, triage to second-line when needed, and track KPIs. Role requires Swedish and English fluency, 1+ year in non-scripted IT/app support, knowledge of SaaS or dealership software, strong customer service, ownership mindset, willingness to learn, and occasional travel. Seasonal UK-hour aligned shifts apply.
Required Qualifications
- Fluent Swedish and English language skills, with excellent written and verbal communication in both languages.
- Minimum of 1 year’s experience in a non-scripted IT Support role such as Application Support, or similar.
- Experience within SaaS, IT, Automotive, dealership software or platform support is highly desirable.
- Previous experience working with or supporting dealership, Finance, Accounts, Aftersales or wider dealership software modules would be highly beneficial.
- 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, such as Zendesk or similar, in a busy, ticket-driven environment.
- 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.
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