STAR21 Careers

Passionate about service.

If that’s you, let’s talk!

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.

We care

We are intensely about Star21, our customers and our partners. We’re uncompromisingly focused on what matters to achieve the best outcome. We care about how our decisions affect our customers, our business and our people.

We have fun

We celebrate our successes, support each other, have a laugh and enjoy the camaraderie of our team culture. It’s what makes Star21 a great place to work. We love the rewards of doing our best, having great relationships with our customers and team mates

We do the right thing, every time

Reliability is key to making sure our people have the best working environment and our customers have the best experience. It’s built into our culture, systems and way of working.

We respect everyone

People matter. We’re committed to earning the trust of our colleagues and customers. We value and respect everyone; we keep our word and learn from our mistakes. That means supporting our colleagues, showing gratitude, empathy and support.

We think outside the box

We’re committed to thinking innovatively, to working together to offer and deliver the best technology solutions for our customers. We’re forward thinking, progressive and proactive.

We’re committed to excellence

Our best performance is our minimum standard. We challenge ourselves to keep improving on our best, so we can continue to delight our customers.

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.

Bill Asimakidis

Founder and Managing Director

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.

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

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,