Deliver high-quality support to dealership customers via phone, email, and calls

Diagnose and resolve system issues in a timely, professional, and customer-centric manner

Log, monitor, and manage support tickets through to resolution, escalating when necessary

Maintain and continuously build Pinewood's internal knowledge base to aid future support

Provide feedback to internal teams regarding recurring issues and system improvements

Assist and mentor new team members as expertise grows

Primarily remote role; occasional onsite customer support may be required

Work within a customer working time. Occasional weekend and bank holiday support on a rolling pattern

Responsible for contributing towards the organisation's information security strategy, ensuring the protection of sensitive data and compliance with relevant regulations, while managing risk and adhering to all established security measures

To be fluent in both Thai and English for effective communication across regions

At least 1 year of experience in a customer support/helpdesk environment, ideally within SaaS, IT, or automotive sectors

Strong troubleshooting and diagnostic skills

Experience working in a dealership environment or with the Pinewood.AI system (formerly Pinewood DMS/Pinnacle) is a major plus

Strong time management and the ability to prioritize a dynamic workload

Attention to detail and a mindset geared towards continuous improvement

Level education or equivalent work experience; a degree in IT, Software, or Automotive-related fields is beneficial but not essential

A genuine interest in technology, automotive operations, and customer success