Whizeo is a technology company that specializes in helping B2B businesses elevate their onsite conversion with customized chatbots. At Whizeo, we understand the critical role of chatbots in the B2B space; we help over 4,000 B2B SMEs make their website work harder. We're here to simplify and personalize this journey for your success, taking care of every aspect along the way. Why Whizeo? 🎯 Interactive navigational chatbot technology that enhances user experience🎯 Better engagement and more hot inbound enquiries 🎯 No heavy lifting for you – our expert team do all the work🎯 Insightful analytics

Working in a close-knit team to resolve issues and provide product guidance both internally amongst teams and for paying customers. Daily responsibilities include:Management of tickets from internal teams and customersTroubleshooting and resolving issues Capturing issues and bugs and escalating to the relevant product teamsImproving processes internally via feedback and creation of documentationLooking for ways to improve the product for both internal and external teams

My role at Tibco Software is as a Senior support analyst working alongside a global team of 6 to assist in the resolution of support tickets for a global customer based across multiple time zones. Daily responsibilities include:Creating knowledge base articles for consumption by customers and peersWorking closely with internal teams such as QA, Back-End Developers and DevOps to see that cases are resolved in a timely and satisfactory mannerWorking shift patterns to assist in covering the global customer baseUse of internal tools and documentation to resolve issues where neededparticipating in stand-up meetings and weekly support/Engineering calls to deliver within SLA windowsCreation and management of training and standard processesManaging initial response, resolution and CSAT SLA’s Delivering world-class customer service by managing customer expectations and building close relationships Working with a team globally across EMEA, APAC and USAAssist in testing and delivering feedback around new builds before customers receive themSharing best practices with customers in regards to the use of the tool and surround technologies

Working as a 1st line support engineer I was tasked with the creation and recording of customer cases and helping to assign these to the relevant teams. Frequent visits to customer sites assist them with the set-up and configuration of equipment.Daily responsibilities include:• Answering calls and capturing details to be raised as a support ticket• Using the case queue, I would prioritise cases and raise these to the relevant internal teams• Resolving basic issues where possible• Travel to customer sites to resolve issues that can’t be fixed remotely• Install and configure IT equipment such as servers, printers and network cables for customers• Building and testing desktop-based machines for customers