Complex Customer Service Specialist
Job Description
- Ideally with Level 1 support experience.
- Bonus points for IT service desk experience.
- Bonus if you’ve used ticketing systems.
- Support Defence end users with Apple iPhones, iPads, and other mobile devices.
- Manage device orders, service setup, and dispatch to users nationwide.
- Troubleshoot faults and resolve technical issues via phone, ticketing system, and face-to-face.
- Handle appointments for in-person support and device handover.
- Work closely with a friendly team in either Sydney or Canberra office (in-office only).
- Use Service Manager ticketing tool and Microsoft Office daily.
- Work together with other Telstra teams and trusted partners.
- Liaise with Defence and Telstra networks to ensure seamless device connectivity.
- Current, valid NV1 security clearance is essential (must be an Australian citizen).
- Based in Sydney or Canberra and happy to work Monday – Friday in-office.
- Strong customer service skills from any industry.
- Confident communicator, comfortable with face-to-face and phone support.
- Ability to learn new systems and processes quickly.
- Basic IT skills or exposure to technology.
- Enthusiastic about building a career in technology and Defence IT.
- Performance-related pay
- Access to thousands of learning programs
- Purchased annual leave scheme
- Additional Telstra day off
- Additional 30% off Telstra products and services
- Toolkit provided (laptop + mobile phone + plan paid for)
- Recognition of prior service for recent Defence members; carry over of long service leave to Telstra
- 4 weeks paid Defence leave for Defence Reserve members
Job Summary
Are you passionate about technology and delivering outstanding customer service? Join our Customer Assurance Operations team, where you’ll help support and manage Apple devices and mobile technology for Defence personnel across Australia and overseas.
This is a fantastic opportunity for someone with a strong customer service background, ideally with Level 1 support experience, but we’re open to an enthusiastic customer service pro, from retail, hospitality, or contact centres.
The main thing we’re looking for is someone who’s eager to learn and grow in the tech space 🚀
Job Description
You’ll be joining a proactive, effective and collaborative team, that enable our important end users to carry out their meaningful work, every day.
What we offer
- Performance-related pay
- Access to thousands of learning programs so you can level-up
- Purchased annual leave scheme
- Additional Telstra day off
- Additional 30% off Telstra products and services
- Toolkit provided (laptop + mobile phone + plan paid for)
- Recognition of prior service for recent Defence members; carry over of long service leave to Telstra
- 4 weeks paid Defence leave for Defence Reserve members
What you’ll do
- Support Defence end users with their Apple iPhones, iPads, and other mobile devices.
- Manage device orders, service setup, and dispatch to users nationwide.
- Troubleshoot faults and resolve technical issues via phone, ticketing system, and face-to-face.
- Handle appointments for in-person support and device handover.
- Work closely with a friendly team in either Sydney or Canberra office (please note, this role is in-office only).
- Use Service Manager ticketing tool and Microsoft Office daily.
- Work together with other Telstra teams and trusted partners to make sure our Defence users get what they need, quickly and smoothly.
- Liaise with Defence and Telstra networks to ensure seamless device connectivity.
About you
- Current, valid NV1 security clearance is essential (must be an Australian citizen).
- Based in Sydney or Canberra and happy to work Monday – Friday in\-office
- Strong customer service skills from any industry (bonus points for IT service desk).
- Confident communicator, comfortable with face-to-face and phone support.
- Ability to learn new systems and processes quickly.
- Basic IT skills or exposure to technology (bonus if you’ve used ticketing systems).
- Enthusiastic about building a career in technology and Defence IT.
If you’re ready to take the next step in your tech career and make a real impact, apply now!
Candidates must be Australian Citizens and have current NV1 clearance minimum to be considered. This role will require you to hold and maintain an Australian Government NV1 security clearance.
Please ensure you hold current valid NV1 clearance before applying and attach an up-to-date CV with your application, to be considered.
