Complex Customer Service Specialist Job Description
We are seeking a highly skilled and experienced customer service professional to join our team in Sydney or Canberra. In this role, you will provide exceptional customer service to Defence personnel across Australia and overseas, supporting and managing Apple devices and mobile technology.
About the Role
This is an exciting opportunity for someone who is passionate about delivering outstanding customer experiences and has a strong background in IT support.
Key Responsibilities
* Provide technical assistance to Defence end users with their Apple iPhones, iPads, and other mobile devices
* Manage device orders, service set-up, 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
* Use Service Manager ticketing tool and Microsoft Office daily
* Work together with other teams and partners to ensure seamless device connectivity
Requirements
* 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)
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