- Company: Pinewood.AI
- Location: Cape Town, Western Cape, South Africa
- Full Time
- Cape Town, Western Cape, South Africa
- Apply on company site
Pinewood.AI at a glance
pinewoodai.comSEC filings mentioning "Pinewood.AI": 1 — search EDGAR
Pinewood.AI is seeking a First Line Support Consultant to provide frontline technical support for our finance application platforms. Based in Cape Town, Western Cape, South Africa, you'll be the first point of contact for users experiencing issues with our financial software, troubleshooting problems and escalating complex cases to specialised teams.
Role Overview
As a First Line Support Consultant (Finance Apps Support) at Pinewood.AI in Cape Town, you'll deliver responsive, customer-focused technical assistance to users of our finance applications. This position requires strong problem-solving skills, technical aptitude, and the ability to communicate complex concepts clearly to non-technical users. You'll work within defined support procedures, document interactions thoroughly, and contribute to improving our support processes through feedback and suggestions.
Your Responsibilities
- Respond to user requests via multiple channels (email, chat, ticketing system) within agreed response times
- Troubleshoot finance application issues following established protocols and knowledge bases
- Gather detailed information from users to understand problems and identify root causes
- Provide clear step-by-step guidance to resolve common technical issues
- Escalate unresolved or complex technical problems to second-line support teams
- Document all interactions, resolutions, and workarounds in the support ticketing system
- Maintain comprehensive knowledge of finance application features and common user scenarios
- Identify patterns in user issues and contribute suggestions for process improvements
Requirements
- Grade 12 or equivalent secondary education qualification
- Proven customer service experience in a technical environment
- Ability to troubleshoot technical issues methodically and logically
- Strong written and verbal communication skills in English
- Proficiency with ticketing systems, documentation tools, and standard office software
- Patience and professional demeanour when supporting frustrated users
- Organisational skills and the ability to manage multiple support requests simultaneously
- Basic understanding of financial systems or willingness to learn finance application concepts
About Pinewood.AI
Pinewood.AI develops innovative financial technology solutions, supporting businesses and users across the African continent. Our team in Cape Town is dedicated to delivering reliable, user-centred software that makes finance management more accessible and efficient. We foster a collaborative culture where every team member contributes to our mission of building better financial tools.
Apply Today
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What people say about Pinewood.AI
Recent news
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Aggregated from public discussions and news; opinions are the authors’ own.
Working in Cape Town
Weather right now in Cape Town: checking… · Local time: · Air quality: · Daylight: · UV index: · Wind: · Pollen:
Cape Town is the legislative capital of South Africa. It is the country's oldest city and the seat of the Parliament of South Africa. Cape Town is the country's second-largest city by population, after Johannesburg, and the largest city in the Western Cape. The city is part of the City of Cape Town metropolitan municipality.
The Western Cape is a province of South Africa, situated on the south-western coast of the country. It is geographically the fourth largest of the country's nine provinces, with an area of 129,449 square kilometres (49,981 sq mi), and the third most populous, with an estimated 7.43 million inhabitants in 2022.
🇿🇦 Relocation safety for South Africa: Exercise Increased Caution — via Warnely, CC BY 4.0
National unemployment rate in South Africa: 32.4% — via World Bank
GDP per capita in South Africa: $6,598 — via World Bank
Consumer price inflation in South Africa: 3.2% (annual) — via World Bank
- Elevation 31m (102 ft)
Source: Wikipedia (state)
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