At a Glance
- Tasks: Provide top-notch support for customers using the Pinewood.AI platform.
- Company: Join a leading tech company focused on automotive solutions.
- Benefits: Enjoy a competitive salary, hybrid working, and generous holiday allowance.
- Other info: Great career growth opportunities in a dynamic, innovative environment.
- Why this job: Be the first point of contact and make a real impact in customer support.
- Qualifications: Fluent in English and either Danish or Swedish; IT support experience is a plus.
We are looking for a proactive, customer-focused First Line Application Support Consultant to join our team, supporting customers across the Pinewood.AI platform.
This is an English-speaking role, with either Danish (preferred) or Swedish language skills required to support our Nordic customers alongside our wider global customer base. Strong written and verbal communication skills in English and either Danish or Swedish are essential.
In this role, you’ll be the first point of contact for software support queries across areas such as Finance, Accounts, Aftersales and other dealership-related applications. The Pinewood.AI platform supports automotive retailers across a range of key business areas, helping users manage their day-to-day operations more effectively. You’ll be responsible for resolving issues quickly where possible and escalating more complex issues when required. Using your problem-solving skills, strong communication, and sense of ownership, you’ll ensure every customer receives a consistent, high-quality support experience.
This role is ideal for someone with experience in IT Support, Application Support, Technical Support or Software Customer Support who enjoys solving problems and helping customers. We also welcome applications from articulate, customer-focused graduates who are fluent in the required languages and are looking to build a career in software support. Full training will be provided to help you develop your knowledge of the Pinewood.AI platform.
If you enjoy learning, thrive in a collaborative environment, and want to be part of a global business that values innovation, continuous improvement and exceptional customer service, 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.
- Support English-speaking customers, as well as Swedish or Danish-speaking customers, clearly and professionally, ensuring they receive the same high-quality experience across all support channels.
- Support customers across a range of product modules, including Finance, Accounts, Aftersales and other dealership-related areas.
- 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, including response time, resolution rate and 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
- Fluent English language skills, with excellent written and verbal communication.
- Fluent Danish (preferred) or Swedish language skills, with excellent written and verbal communication.
- Experience in IT Support, Application Support, Technical Support, Software Support or another customer-facing support environment; or a recent degree or equivalent qualification, with strong communication skills and a genuine interest in technology, software and customer support.
- Strong customer service skills, with the ability to communicate clearly, calmly and professionally.
- Good problem-solving and analytical skills, with the curiosity to investigate issues and identify appropriate solutions.
- A proactive approach, with a strong sense of ownership and a commitment to delivering a high-quality customer experience.
- The ability to work effectively within a close-knit team while managing your own workload.
- An eagerness to learn and develop through structured training and ongoing support.
- Flexibility to travel occasionally and adapt within a fast-paced, evolving environment.
Desirable Experience
- Experience using support tools or ticketing platforms such as Zendesk, Freshdesk, ServiceNow or Jira.
- Previous experience within the automotive industry.
- Experience working with dealership software, Dealer Management Systems or automotive retail platforms.
- Familiarity with Pinewood.AI, formerly Pinewood DMS or Pinnacle, or equivalent dealership software.
- An understanding of automotive dealership operations, including Finance, Accounts, Sales, Service, Parts or Aftersales.
- Experience supporting business-critical applications, SaaS products or cloud-based software platforms.
Benefits
- A competitive starting salary of £25,000 per annum
- 5% stakeholder bonus scheme
- Share scheme
- Hybrid working
- 25 days holiday plus all UK bank holidays
- 4x life assurance
- Enhanced family-friendly leave – 5 months’ full pay for maternity or adoption, plus 2 weeks’ fully paid paternity/adoption leave and an extra 2 weeks to use as paid annual leave within 24 months of birth or adoption
- Employee Assistance Programme (EAP) – free, confidential 24/7 support for you and your immediate family (including counselling, legal & financial advice, and wellbeing resources)
- Regular 1-2-1s and career development opportunities
- Free onsite gym (Birmingham)
- Cycle to Work scheme – save up to 40% on bikes and accessories through salary sacrifice
- Eyecare vouchers – free eye test and contribution towards prescription glasses
- Regular social events
- Employee recognition and awards
Why join Pinewood.AI?
This is an exciting opportunity to connect, communicate, and make a real impact across a global technology business. As a First Line Support Consultant at Pinewood.AI, you’ll be on the frontline of our customer experience building trust, driving clarity, and delivering outstanding support as customers use our global SaaS platform. We’re looking for ambitious individuals ready to start or grow their career in a fast-moving, innovative SaaS environment.
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, recognising 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.
First Line Support Consultant (Apps Support, Danish or Swedish Speaking) employer: Internetwork Expert
Eminent Valet is an exceptional employer that prioritises employee growth and development within a dynamic and supportive work environment. As a leading valet service provider in Canada, we offer competitive pay, performance-based tips, and a clear path for advancement, all while fostering a culture of integrity and excellence in customer service. Join us to be part of a respected team that values your contributions and provides the tools you need to succeed.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Support Consultant (Apps Support, Danish or Swedish Speaking)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Internetwork Expert. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Internetwork Expert before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace First Line Support Consultant (Apps Support, Danish or Swedish Speaking)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Internetwork Expert:Your cover letter is your chance to shine! Tell us why you want to work at Internetwork Expert specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Internetwork Expert!
How to prepare for a job interview at Internetwork Expert
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
