First Line Support Consultant (Apps Support, Swedish or Danish Speaking)

First Line Application Support Consultant We're looking for a proactive, customer-focused First Line Application Support Consultant to join our South Africa-based Application Support team, supporting customers across the Pinewood.AI platform. This is a Swedish and English-speaking role, supporting our Swedish-speaking customers alongside our wider global customer base. Strong written and verbal communication skills in both Swedish and English 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 will be tasked with resolving issues quickly where possible and escalating where needed. You'll use your problem-solving skills, strong communication, and sense of ownership to ensure every customer receives a consistent, high-quality experience. This role suits someone who enjoys learning, thrives in a collaborative environment, and is comfortable working in a global business that values continuous improvement. If you enjoy making a difference and want to be part of an inclusive, growth-oriented team, 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 Swedish and English-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.