First Line Support Consultant (Finance Apps Support) - Cape …, Cape Town

Overview We're looking for a proactive, customer-focused First Line Application Support Consultant to join our South Africa-based Application Support team specifically supporting finance‑related applications. This role is best suited to individuals with prior experience supporting finance‑related applications.

Key Responsibilities

Be the first point of contact for Financial 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 IT Support role such as Application Support, or similar. Experience within SaaS, IT, or the Automotive industry is highly desirable. Call centre experience on its own would not be sufficient for this role.

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 (e.g. Zendesk or similar) in a busy, ticket‑driven environment

Excellent written and verbal communication in English

A collaborative team player who is comfortable supporting others and working within a close‑knit group

Eagerness to learn and develop, following a structured training plan and being supported as you grow your knowledge across the platform

Flexibility to travel occasionally and adapt in a fast‑paced, evolving environment

Only candidates who have previously supported finance‑related applications are considered.

Desirable Experience

Previous experience in the automotive industry is a plus; we welcome candidates with backgrounds in dealership sales, aftersales, or accounts.

Familiarity with Pinewood.AI (formerly Pinewood DMS/Pinnacle) or equivalent solutions

Understanding of how dealerships operate and the challenges faced by users in these roles

Benefits We'll share the full details of our benefits package during your initial conversation, tailored to the role and location.

Working Hours This role operates on a seasonal offset rota, aligning with UK business hours throughout the year.

April to October: Shifts run between 08:00 and 20:00 SAST (aligned with British Summer Time)

November to March: Shifts run between 09:00 and 21:00 SAST (aligned with UK GMT)

This approach ensures consistent support coverage in line with UK hours. You'll rotate across early, mid, and late shifts, with schedules shared in advance.

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