Peter Godden

Experience

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  PhoenixAI

  Jun 2005 - Sept 2011

  Customer Support Specialist

  Level 1 & 2 Help desk support specialist• Phone, in-person and remote desktop support.• Provide functional and technical support, troubleshooting and diagnose hardware and software problems.• Assist in the installation and updating of software.• Oversee the investigation and resolution of software issues.• Resolve Windows, Firewall, Software conflicts and Internet browser issues.• Perform desktop support for employees, troubleshooting network connectivity, network printing and user access issues.Software Tester / Analyst• Perform black-box testing of the PhoenixAI charting software package.• Identify software issues and bugs across all currently supported Windows operating systems.• Document software issues providing concise steps to replicate them.• Identify growing client requests/needs and produce appropriate suggestions and solutions on how the software could be improved to meet those requirements.Webmaster• Designed and built the PhoenixAI websites using Silverstripe CMS, Apache, PHP, Javascript and streaming media servers.• Set out the look and feel of web-based XML documents streaming from Reuters into PhoenixAI with XSLT.Content Creator / Writer• Creation of all of the content on the main PhoenixAI website including marketing, concepts, layout, logo design and FAQs.• Creation of training videos for the PhoenixAI help website. Show less

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  Zendesk

  Sept 2011 - Jun 2015

  • Running training sessions & presentations across Asia Pacific• Mapping RFI/RFP requirements to software solutions• Supporting our Sales team with a focus on large enterprise customers• Solving complex problems to meet business requirements with technical solutions• Presenting the product and solutions to both prospects and existing customers• Knowledge of Customer Service Software, SaaS & ITSM• Managing partner resources to ensure the customer has a positive Zendesk experience• Supporting account management team with minor customization requests• Collaborating with Zendesk partners during the sales process and in delivering joint customer engagements• Providing excellent interpersonal, communications, persuasion, presentation and writing skills• Video Production• Working in a fast paced startup environment with multiple roles Show less

  • Customer Enablement Consultant

    Oct 2012 - Jun 2015

  • Customer Advocate

    Sept 2011 - Oct 2012
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  SweetHawk Pty Ltd

  Jun 2015 - now

  Co-founder & CCO at SweetHawk

  Elevate Your Zendesk Experience with SweetHawkSince 2015, SweetHawk has been a leading force in the Zendesk marketplace, developing over 15 top-tier workflow apps.Exclusively dedicated to Zendesk, our laser focus has translated to thousands of 5-star reviews and empowered hundreds of thousands of agents.We stand proudly as the top app provider on the marketplace, having recently been named Zendesk tech partner of the year - two years in a row!Our apps, designed with versatility, cater to various areas like ITSM, Employee Experience, QA, Surveys & NPS, Advanced SLAs and more.Our passion for innovation is matched only by our commitment to our users. We're more than just app developers; we're problem solvers, constantly seeking new ways to enhance your Zendesk experience. Whether you're a small team looking to streamline your processes or a large corporation aiming for efficiency at scale, we're here with solutions that feel tailor-made for you.Join us in redefining what's possible with Zendesk and experience the SweetHawk difference in elevating your customer service to new heights. Install the SweetHawk Super suite of apps from the Zendesk apps marketplace today. Website: https://sweethawk.com/ Show less