At a Glance
- Tasks: Provide top-notch support to customers via phone, email, and webchat.
- Company: Join Pinewood.AI, a leader in cloud-based systems with a focus on customer service.
- Benefits: Enjoy a competitive salary, hybrid working, and generous holiday allowance.
- Other info: Dynamic team environment with opportunities for growth and development.
- Why this job: Be the first point of contact and make a real difference for our customers.
- Qualifications: Experience in customer support and a knack for problem-solving are key.
The predicted salary is between 15000 - 35000 £ per year.
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 application (Dealer Management 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 troubleshoot 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 (8:00am - 4:30pm, 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.
Requirements
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 preferable)
- 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
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).
First Line Support Consultant employer: Pinewood.AI
Pinewood.AI is an exceptional employer that fosters a dynamic and inclusive work culture, offering a hybrid working model that promotes work-life balance. With a strong emphasis on professional development, employees are encouraged to grow their skills and advance their careers while enjoying competitive compensation and generous benefits, including enhanced family leave. Joining our team means being part of a forward-thinking organisation that values innovation and collaboration in the rapidly evolving field of cloud technology.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Support Consultant
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Pinewood.AI. Understand their products and values so you can show them you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be troubleshooting customer queries, think of some common issues and how you'd resolve them. This will help you feel more confident during the interview.
✨Tip Number 3
Show off your people skills! As a First Line Support Consultant, you'll be interacting with customers all day. Be ready to share examples of how you've built relationships and provided excellent service in past roles.
✨Tip Number 4
Apply through our website! We want to see your application directly, so make sure you submit it through our platform. It shows you're serious about joining us at Pinewood.AI!
We think you need these skills to ace First Line Support Consultant
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the First Line Support Consultant role. Highlight your customer service experience and any relevant skills that match what we're looking for. This shows us you’re genuinely interested in the position!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled customer queries or technical issues in the past. We love seeing candidates who can think outside the box and come up with creative solutions!
Keep It Professional Yet Friendly:While we want to see your personality shine through, remember to maintain a professional tone. Use clear language and avoid jargon unless it’s relevant to the role. We’re all about great communication here at StudySmarter!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Pinewood.AI
✨Know the Product Inside Out
Before your interview, make sure you familiarise yourself with Pinewood.AI's Dealer Management System. Understanding its features and common issues will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've provided exceptional customer service. Highlight how you diagnosed problems and resolved them effectively, as this is crucial for a First Line Support Consultant.
✨Practice Problem-Solving Scenarios
Anticipate potential customer queries or technical issues that might arise and think through how you would handle them. This will not only prepare you for situational questions but also show your proactive approach to problem-solving.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
