Customer Support Consultant

The Opportunity

Pinewood.AI currently has an exciting opportunity for an experienced, enthusiastic and customer-focused Support Consultant to join the team and help deliver an exceptional service to the end users of our cloud-based system.

As a Customer Support Consultant, you will be the first point of contact for our customers, assisting with any day-to-day queries, helping to trouble shoot problems, and providing client training.

Your responsibilities will include:

• Providing clients with an excellent customer service via phone, email, and webchat.
• Diagnosing and finding solutions to customer queries in a timely, professional manner.
• Developing relationships with stakeholders across the business and communicating product related issues to the relevant team.
• Logging and investigating outstanding tickets.
• Contributing to and helping to develop Pinewood’s internal knowledge base.
• As your knowledge grows, providing support to more junior members of the team.

This is a full-time position on a three-shift rota (7:00am - 3:30pm, 9:00am - 5:30pm and 10:30am - 7:00pm). Occasional weekend and bank holiday work is also expected and will work on a rolling shift pattern.

We are looking for a natural people person with an ability to understand the needs of the customer. You'll have an inquisitive mindset with a flair for problem solving.

The ideal candidate will also have:

• At least 1 year of previous experience in a non-scripted customer helpdesk role (either in SaaS or the IT or Automotive industry would be preferrable).
• Experience of working in a dealership, or having previously worked with the Pinewood.AI system (formerly Pinewood DMS/Pinnacle), is highly beneficial but not essential.
• Strong time management skills with an ability to prioritise your workload.
• A strong attention to detail and ability to think outside of the box.
• A Level education OR equivalent in work experience (a Bachelor's degree in a Computing or Software related field is beneficial but not essential).
• An interest in the IT or Automotive industry.

This is an excellent opportunity to join a forward-thinking full-service technology partner and make a direct impact on our client's experience. We offer lots of on the job training, a flexible work environment, and an opportunity to develop a long-term career.

You can also expect:

• A competitive starting salary of £25,000 per annum
• 5% stakeholder bonus scheme
• Flexible mix of home and office working
• 25 days holiday
• Regular 1-2-1s and career development opportunities
• Free onsite gym
• Regular social events

About Us

Our story began more than 20 years ago, but right from the start, it has been rooted in the specific needs of the automotive industry. As automotive professionals as well as technologists we wanted to build practical technology solutions that were designed around how automotive businesses work, recognizing what makes them different. Pinewood.AI is an unparalleled Automotive Intelligence Platform that enables automotive retail customers and OEMs to drive growth and profitability throughout every aspect of their business.

Pinewood’s cloud-based secure end-to-end ecosystem unlocks the value of every customer. Our vision is to be the full-service technology partner that helps automotive retailers and OEMs run more efficiently and increase revenue by making better commercial and business decisions, more easily.