Key responsibilities:

• Promptly respond to customer inquiries and requests.
• Take ownership for the resolution of customer service and support issues.
• Go the extra mile to action commitments to closure and exceed customer expectations.
• Provide thorough and timely follow up to customers whose customer service and support issues cannot be resolved during the initial call.
• Activate, charge and stage mobility devices and apply accessories as per customer requirements.
• Proactively communicate with customers when inventory constraints and/or quality issues impact timely fulfilment of orders.
• Manage customer complaints in a positive, empathetic and professional manner and ensure timely and effective resolution.

Star21

We are a premium Telstra partner that provides innovative technology solutions to our customers to enable them to explore possibilities for a connected future. Powered by a competitive Australian based network, we drive product leadership and innovation and go over and above expectations to deliver an exceptional experience for our customers that enables them to succeed and grow.     

We build our culture around people that are:

• Passionate – positive, tenacious, uncompromisingly focused on what matters and take great pride in what they do.
• Customer focused – always listen well and place the customer’s needs at the centre of what they do; go above and beyond the expectations of the role to delight customers;
• Trusted partner – results oriented, always do what they say they will do and behave in ways that earns the trust and respect of customers, colleagues and managers.
• Value teamwork – work together across the organisation, as OneTeam, to deliver an exceptional customer experience; make time to help our colleagues, share information and ideas openly and support each other to perform at our best.
• Drive innovation – seek excellence, have a thirst for learning and continuously improve what they do.

Our ideal candidate will have:

• VCE completion of equivalent high school leaver certificate.
• Previous experience in a customer support role within a technology driven environment preferred.
• A strong focus on the customer and the willingness to go the extra mile to create an exceptional customer experience.
• Strong communication and rapport building skills.
• Attention to detail and commitment to getting things right first time.
• Passion for continuous learning and thirst for improvement.
• An ability to thrive under challenge and deliver outstanding results in a fast paced and dynamic environment

What we offer you:

• The opportunity to work for a small, agile and growing technology organisation, powered by the security of a key telecommunications partner but unencumbered by hierarchy and bureaucracy.  
• You will work with a close knit, dynamic team who are passionate about the customer.
• You will have the opportunity to make a real difference to Star21’s customer experience journey.
• You will be based at Star21’s Abbotsford office with the flexibility to work from home.
• You will be provided with a competitive remuneration package in line with your experience and performance.

If you are looking to kick start your career, hungry for achievement and seeking a challenge and the opportunity to develop your talents in a thriving technology organisation, please send your application letter and CV to info@star21.com.au

The Role

Star21 provides premium mobility, cloud, collaboration and network technology solutions to customers that enable them to operate with flexibility and speed and support their business growth goals. Partnered with Telstra, Star21’s premium telecommunications solutions are powered by a competitive Australian based network and supported by service delivery levels that go beyond customer expectations, lifting market standards.   

The Support Engineer role is responsible for providing highly responsive, efficient and personalised technical support to Star21 customers. As Support Engineers provide front line, Level 1 technical support for customers on the resolution of technical inquiries and requests, they are instrumental to the delivery of Star21’s promise of an exceptional customer experience, every time.

Key responsibilities:

• As the first point of contact for technical support requests and incidents, promptly respond to allocated tickets in a highly personalised and professional manner within the agreed response SLA/KPIs. Meet/exceed customer response KPI/target: 2 hrs
• Go above and beyond the expectations of the role to provide first call resolution and an exceptional customer experience, every time  
  • Actively listen to and/or confirm understanding of customer request or incident to provide efficient and effective response handling and first call resolution.
  • Take ownership and accountability for action of the allocated technical support request or incident and troubleshoot the issue to ticket closure.
  • Document actions taken to ensure request/incident history has been fully and accurately captured.
  • Manage ticket status as appropriate when action pending by others.
  • Ensure thorough and timely follow up to customers whose technical support request or incident cannot be resolved during the initial call and/or agreed resolution time.
    • Meet/exceed resolution time SLAs/KPIs: 8 hrs
    • Meet/exceed KPI/target: 100% tickets closed right, first time
• Escalate technical support requests or issues that cannot be solved to Level 2 Technical Support in a timely manner.
• Ensure all notes are accurate and complete so escalation handoff with Level 2 Technical Support is managed with full and accurate information.
• Ensure clear understanding of internal requests escalated from the Customer Service team and handover of full and accurate request history/information.
• Contact the customer where further information is required to resolve the request and/or issue to the their satisfaction.
• Re-assign the ticket back to the Customer Service team upon completion. 
• Acknowledge all customer dissatisfaction, disputes and/or complaints in a positive, empathetic and professional manner and ensure timely and effective resolution.
• Ensure all customer dissatisfaction and complaints are accurately documented and escalated to the Technical Support & Staging Lead for trend analysis and service delivery improvement.
• Develop concise and comprehensive enrolment and support documentation and  training and/or support materials and tools for end users.  

Organisational Responsibilities 

• Understand how technical support activity impacts on the overall objective of an exceptional customer experience, every time.
• Use initiative and take accountability for excellence in technical support execution and performance.
• Fully participate in Quality Assurance assessments to ensure quality and consistency in technical support and service delivery in line with Star21’s promise of an exceptional customer experience, every time.
• Embrace mentoring, coaching and training support for on the job performance improvement and personal development.
• Act as the voice of the customer across the organisation. Identify technical support service delivery experience improvement opportunities and work collaboratively with Technical Support peers to improve the customer experience.
• Embed process and other change initiatives in ways of working.
• Share knowledge and assist in the development of technical skillsets and processes.

Job Success Factors 

• Timely and personalised response and resolution of Level 1 Technical Support tickets
• Good understanding of Telstra mobility products and services and Star21 Technical Support processes
• Strong ownership and accountability for the effective resolution of Technical Support tickets at level 1
• Strong commitment to getting it right first time, every time
• Quality and consistency of service delivery performance across the Technical Support team so that exceptional customer experience is delivered every time
• Accurate and complete documentation of request and/or incident, steps taken, customer interactions etc
• Strong relationships, communication and collaboration with Technical Support and Customer Service peers ensuring seamless service delivery to customers
• No voice messages on the IVR system

Key Performance Indicators 

• Response time vs KPI/target
• Resolution time vs KPI/target
• 75% inquiries resolved in the initial call/ Level 1
• 100% right first time every time
• # handoffs/escalation of issues to Level 2 Technical Support
• Customer satisfaction/NPS

Qualifications and Experience 

• VCE completion of equivalent high school leaver certificate
• Previous experience in a customer support role within a dynamic, technology driven environment

Core Capabilities 

• Good understanding and knowledge of Telstra’s mobility products and/or services
• Good understanding and skilful application of Star21 Technical Support processes
• A strong focus on the customer and commitment to excellence with the willingness to go the extra mile to create an exceptional customer experience
• Strong active listening and communication skills
• High attention to detail
• Strong analytical and problem solving capability
• Ability to maintain focus, remain calm and work under pressure
• Tenacity and perseverance in troubleshooting and confidence to know when to escalate issues to Level 2 Technical Support
• Passion for continuous learning and thirst for improvement
• Ability to thrive under challenge and deliver outstanding customer outcomes in a fast paced and dynamic environment

Technical Skills

• MDM platform (VMware Airwatch, Intune, Soti)
• Samsung Knox
• Google Zero touch
• Android Enterprise
• Apple iOS, Mac OS, Android operating systems.
• Windows (XP to 10)
• Wandera
• Telstra Calling
• Microsoft office suit
• O365
• Active Directory
• Zendesk
• Oomnitza
• Cisco
• Cradlepoint

Role Values

Be Proactive, Use Initiative, Take Ownership, Action Commitments, Get It Right First Time Every Time, Exceed Expectations,

I Always Listen, I Simplify, I Anticipate Needs, I Adapt to Deliver

Star21

We are a premium Telstra partner that provides innovative technology solutions to our customers to enable them to explore possibilities for a connected future. Powered by a competitive Australian based network, we drive product leadership and innovation and go over and above expectations to deliver an exceptional experience for our customers that enables them to succeed and grow.   

We build our culture around people that are:

Passionate – positive, tenacious, uncompromisingly focused on what matters and take great pride in what they do.

Customer focused – always listen well and place the customer’s needs at the centre of what they do; go above and beyond the expectations of the role to delight customers.

Trusted partner – results oriented, always do what they say they will do and behave in ways that earns the trust and respect of customers, colleagues and managers.

Value teamwork – work together across the organisation, as One Team, to deliver an exceptional customer experience; make time to help our colleagues, share information and ideas openly and support each other to perform at our best.

Drive innovation – seek excellence, have a thirst for learning and continuously improve what they do.

Our ideal candidate will have:

Tertiary qualifications in IT, Computer Science software engineering or equivalent experience

Previous experience in IT infrastructure development roles, preferably within a Managed Services experience essential

Previous project management experience, preferably within a telecommunication and/or information technology environment

Previous experience in a service desk/technical support environment A strong focus on the customer and the willingness to go the extra mile to create an exceptional customer experience.

Strong communication and rapport building skills.

Attention to detail and commitment to getting things right first time.

Passion for continuous learning and thirst for improvement.

An ability to thrive under challenge and deliver outstanding results in a fast paced and dynamic environment.

What we offer you:

The opportunity to work for a small, agile and growing technology organisation, powered by the security of a key telecommunications partner but unencumbered by hierarchy and bureaucracy.  

You will work with a close knit, dynamic team who are passionate about the customer.

You will have the opportunity to make a real difference to Star21’s customer experience journey.

You will be based at Star21’s Abbotsford office with the flexibility to work from home.

You will be provided with a competitive remuneration package in line with your experience and performance.

If you are looking to kick start your career, hungry for achievement and seeking a challenge and the opportunity to develop your talents in a thriving technology organisation, please send your application letter and CV to careers@star21.com.au,