• You provide professional support to our external clients in 1st and 2nd level support and ensure high service and solution quality • You analyze and categorize incoming requests in a structured manner, perform qualified initial analyses, and document all relevant information precisely in our ticketing system • You monitor agreed Service Level Agreements (SLAs) and ensure timely and prioritized handling • You prepare tickets in a structured way for 3rd level support and ensure efficient resolution by providing complete and traceable information transfer • You communicate proactively and transparently with our clients and ensure continuous updates on the current processing status • You plan and facilitate regular coordination meetings with our clients regarding open tickets, service quality, and potential improvements

• Respond to customer inquiries via phone, email ensuring quick and effective resolutions • Collaborate with internal teams to resolve technical or operational issues for the customer • Understand customer goals and align our solutions to support their success • Manage and resolve customer escalations with empathy and efficiency • Serve as the main contact for assigned customers, addressing queries and providing solutions in a timely manner • Develop and maintain strong, long-lasting relationships with clients • Track customer engagement and product usage to identify opportunities for improvement • Act as the voice of the customer within the company, sharing feedback with product, sales, and marketing teams • Eager to develop and enhance my customer service skills through hands-on experience and learning opportunities • Highly adaptable and flexible, able to adjust quickly to new situations and challenges with a positive mindset • Proven ability to thrive under pressure, maintaining focus and delivering quality results in fast-paced environments • Strong problem-solving skills, with a keen ability to analyze situations and find effective, creative solutions • Excellent written and verbal communication skills, able to convey information clearly and effectively to diverse audiences • Highly results-oriented, consistently focused on achieving goals and delivering measurable outcomes

About the role We are seeking dedicated Physics Tutors to support students in understanding physics concepts and improving their academic performance. Lessons can be online or face-to-face. Responsibilities - Provide clear and engaging physics lessons. - Support students with homework, coursework, and exam preparation. - Adapt lessons to different skill levels. - Encourage problem-solving and curiosity in physics. - - Requirements - Strong knowledge of physics. - No prior tutoring experience required. - Friendly and patient with good communication skills. - Flexibility to teach online or face-to-face anywhere in the UK. - What we offer - Flexible working hours. - Pay between £20–£40 per hour. - Teach from anywhere in the UK. - Access to students seeking physics support

• Du übernimmst die professionelle Betreuung unserer externen Kunden im 1st- und 2nd-Level-Support und stellst eine hohe Service- und Lösungsqualität sicher • Du analysierst und kategorisierst eingehende Anfragen strukturiert, führst qualifizierte Erstanalysen durch und dokumentierst alle relevanten Informationen präzise in unserem Ticketsystem • Du behältst vereinbarte Service Level Agreements (SLAs) im Blick und stellst eine fristgerechte sowie priorisierte Bearbeitung sicher • Du bereitest Tickets strukturiert für den 3rd-Level-Support auf und sorgst durch vollständige und nachvollziehbare Informationsweitergabe für eine effiziente Lösungsfindung • Du kommunizierst proaktiv und transparent mit unseren Kunden und gewährleistest eine kontinuierliche Information über den aktuellen Bearbeitungsstand • Du planst und moderierst regelmäßige Abstimmungen mit unseren Kunden zu offenen Tickets, Service-Qualität und Optimierungspotenzialen