First Line Support Consultant - Cape Town, South Africa

We’re looking for a proactive, customer-focused First Line Application Support Consultant to join our South Africa-based application support team. In this role, you’ll be the first point of contact for software support queries from our customers, resolving issues quickly where possible and escalating where needed. You’ll use your problem-solving skills, strong communication, and sense of ownership to ensure every customer receives a consistent, high-quality experience.

This role suits someone who enjoys learning, thrives in a collaborative environment, and is comfortable working in a global business that values continuous improvement. If you enjoy making a difference and want to be part of an inclusive, growth-oriented team, we’d love to hear from you.

Key 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 escalate 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

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. Please note Call Centre experience alone is not sufficient experience.

• 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.