At a Glance
- Tasks: Provide top-notch support to customers via phone, email, and webchat.
- Company: Join Pinewood.AI, a leader in automotive technology solutions.
- Benefits: Enjoy a competitive salary, hybrid working, and generous holiday allowance.
- Other info: Great career development opportunities and regular social events.
- Why this job: Make a real impact in a fast-paced, innovative SaaS environment.
- Qualifications: Strong customer service skills and a passion for problem-solving.
The predicted salary is between 25000 - 25000 £ 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:
- Strong customer support background either in Retail or Automotive.
- 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.
Desirable
- 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.
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.
- 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. 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.
First Line Support Consultant in Solihull 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 in Solihull
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pinewood.AI. 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 Pinewood.AI 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 in Solihull
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 Pinewood.AI:Your cover letter is your chance to shine! Tell us why you want to work at Pinewood.AI 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 Pinewood.AI!
How to prepare for a job interview at Pinewood.AI
✨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.
