STAR21 Careers

Passionate about service.

If that’s you, let’s talk!

Because we’re a growing business, we’re always looking to invest in people whose commitment to professionalism, excellence and customer focus fits with ours. Please browse our current vacant positions list, or contact us to describe how you believe you can contribute to Star21.

Our business is built for people, by people.

When you’re looking for the right move, one of the best tests of a great employer is the number of happy, motivated employees. We have lots of them, and they just keep on staying. That’s because we care about our team culture. Our partnership culture extends to a real partnership with our people as well.

I’m proud of my team
Happy staff, happy customers: that’s what we live and breathe at Star21. I’m so proud to have positive staff with a great attitude. The result? Great customer satisfaction and loyalty.

We’re currently looking for…

Customer Service Executive

We are seeking a bright and passionate Customer Service Executive to provide a highly responsive, efficient and personalised service to our Star21 customers.

As Customer Service Executives are the front-line support for our Mobility and Managed Service customers on the response and resolution of service inquiries and requests, they are instrumental to the delivery of Star21’s brand promise of an exceptional customer experience.

Read more

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

Support Engineer – Technical Support – Level 1

Star21 is Telstra’s Enterprise Partner of the Year and we’re on the lookout for talented Customer Service Representatives with significant Telstra partner experience.

We are constantly evolving our managed services business in the telecommunications industry that is focused on providing an excellent customer experience. We also pride ourselves on a great culture and a strong commitment to our customers and our people. 

Read more

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,

Staging Co-ordinator

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.

Read more

The Role

The Staging Co-ordinator’s role is to configure, activate and despatch customer designated mobile devices with client approved service functionality and/or upgrades. The accurate staging and timely despatch of devices plays a key part in delivering Star21’s brand promise of an exceptional customer experience, every time.

In addition to the above, the Staging Co-ordinator is responsible for working with the Technical Support & Staging Lead to co-ordinate staging demand/requests and organising resources to ensure this is satisfactorily completed in line with customer requirements and agreed timelines.

Key responsibilities:

  • Manage the Star21 Staging pipeline of work on a day to day basis by reviewing Staging tickets with the Technical Support & Staging Lead and co ordinating resources to meet customer configuration requirements and agreed timelines/project milestones
    • Monitor staging projects and ensure they are progressing and on track for completion
    • Provide coaching and support to Staging Assistants as necessary to complete individual staging projects on time and in full
    • Keep the Technical Support & Staging Lead updated with regards to staging project risks and changes in device configuration and/or delivery dates
    • Ensure accuracy of data capture and maintain updated Staging spreadsheets
  • Review Staging requests/tickets received from orders placed by either Sales Executives or the Customer Service team for existing customers or the Project Management team for new customers and check device hardware and accessories are available in stock.
  • Activate, charge and stage devices in line with customer approved services/ functionality
    • Retrieve Sim Card from “Sim Box’ and activate device in Oomnitza
    • If Mobile Device Management (MDM) customer, confirm in DEP or KME and assign profile based on hardware device
    • Charge the device
    • Complete set up /configuration as per customer requirements and specifications
    • Ensure adherence to MDM profiles and configuration policies
  • Apply screen protectors, covers and other accessories to devices as per customer specifications.
  • Review completed device staging against customer requirements and attached relevant user guides before finalising order for despatch.
  • Book courier and organise delivery of devices to customer as per requirements.
  • Update ticket to include all device service and consignment details.
  • Ensure all Staging product/equipment is logged and monitored in the Star21 Asset Management system.
  • Go over and above the requirements of the role and provide quality service delivery in line with the Star21 promise of an exceptional customer experience by ensuring all devices staged and despatched have been completed on time, in full and accurately configured against customer requirements.

Organisational Responsibilities 

  • Understand how the Staging role impacts on Star21’s brand promise of an exceptional customer experience.
  • Use initiative and take accountability for excellence in execution and performance.
  • 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 staging and other customer improvement opportunities and work collaboratively with Staging peers, the Project Management and the Customer Service team to improve the customer experience.
  • Embed process and other change initiatives in ways of working.
  • Share knowledge and assist in the development of the Staging skillset and processes.

Key Stakeholder Relationships

  • External: Contracted couriers
  • Internal
    • Staging & Technical Support Level 1 & 2 Lead
    • Project management team
    • Technical Support peers
    • Managed Services Delivery Manager
    • Customer Services team
    • Sales Executives

Job Success Factors 

  • Efficient processing of device staging tickets
  • Device staging tickets completed on time and in full
  • Accuracy of device staging against customer requirements
  • Strong ownership and accountability for device staging excellence
  • Strong commitment to getting it right first time, every time
  • Quality and consistency of service delivery performance across the Staging team so that exceptional customer experience is delivered every time
  • Customer expectations exceeded

Key Performance indicators 

  • % devices staged as per customer requirements
  • % devices staged and despatched within agreed timelines
  • 100% right first time every time
  • Customer satisfaction

Qualifications And Experience 

  • VCE completion of equivalent high school leaver certificate

Technical Skills

  • Strong understanding of Apple and Samsung device features/functionality
  • Basic understanding of
    • 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

Core Capabilities

  • A strong focus on the customer and commitment to excellence with the willingness to go the extra mile to create an exceptional customer experience
  • Good interpersonal and communication skills
  • Ability to multi task, manage various projects and resources simultaneously
  • High attention to detail
  • Ability to maintain focus and work under pressure
  • Ability to work with a sense of urgency
  • Strong learning orientation with an interest and willingness to understand the business and improve skillset
  • Ability to thrive under challenge and deliver outstanding customer outcomes in a fast paced and dynamic environment

Advocacy 

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

Values

Passion, Customer Focus, Trust & Respect, OneTeam, Innovation

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,