Customer Support Specialist (Tyro Health)
55 Market St, Sydney, NSW
Tyro Health – Tyro Health /
Full-time /
Hybrid
Why work for us
We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.
Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.
Take a look here what it's like to work at Tyro.
About Tyro Health
Tyro Health is on a mission to create a better healthcare system. We’re passionate about making payments and claiming easier for practitioners, insurers, software vendors and the Australians they support.
We design our solutions around the way service providers work, whether that’s from a busy practice, a patient’s home or even online – making it easy to get paid, fast.
We are committed to connecting these stakeholders to drive more efficient communication, seamless financial transactions, and greater transparency in Australian healthcare. This is the crucial role our team play in building a better health system for all Australians.
About the role
Our Customer Support Specialists have both empathy and curiosity. A sense of humour will go a long way in this role, too. Experience with technical support or previous exposure to software development is a bonus, but not necessarily required as long as you have a passion for great customer service. The most important thing will be your proficiency with verbal and written communication. Your way of expressing yourself will be what makes your application stand out.
Tyro Health Customer Support offers 8am – 6pm support, Monday to Friday.
What you'll do
- Communicate with healthcare practitioners and practice support staff by phone, live chat, and email to ensure they have a delightful experience.
- Answer all incoming calls and chat messages in a professional and efficient manner.
- Educate customers of Tyro Health’s products and services.
- Trouble shoot any issues regarding terminals and eCommerce enquiries.
- Resolve all complaints through effective communication skills and escalate to team lead when needed.
- Assist with testing of new product features.
- Triage support queries where necessary and assign them to the relevant team.
- Monitor customer feedback during the release of new features, and report back to the team.
- Communicate the benefits of Tyro Health and Medipass to would-be customers and help them to find a solution that suits their needs.
- Work closely with our design and development teams to ensure the features of the Tyro Health platform are aligned with user expectations and abilities.
- Assist with support documentation, processes, and FAQs to make support more intuitive.
- Uphold and contribute to Tyro’s strong risk culture by complying with our policies, completing mandatory training and identifying and managing risks within your day-to-day work
What you'll bring
- Has a high level of empathy and is able to quickly grasp issues users are facing.
- Enjoys talking to and writing to customers; can do so quickly and clearly.
- Is amazing at multitasking and prioritising effectively with a high volume of support queries.
- Feels comfortable working with technical concepts and can explain higher order services to a range of audiences.
- Can enthusiastically hit prioritised deadlines in a fast paced, yet autonomous environment.
- Takes initiative and thinks creatively to solve problems.
- Previous experience in Customer Support functions.
- An infectiously upbeat attitude and a bubbly personality
- A passion for customers and providing exceptional service.
Culture and Perks
We offer some amazing employee benefits such as learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, long service leave program, novated leasing, and a Short Term Incentive Program to name a few.
You will work autonomously, and will be trusted to make your own decisions and prioritise effectively. You will report to a manager, and support will always be there if you need it, but we don’t micro-manage.
This role is full time, but flexible to meet your needs. You’ll be provided with a laptop and all the tools and support you need to succeed.
Who we are
Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 600 staff, $34 billion in transactions in FY22, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses. Find out how you can be a part of the Tyro journey today.
Privacy and Submitting your Application
By proceeding to submit your application, you acknowledge that you have read and understood Tyro’s Privacy Policy (www.tyro.com/privacy-policy/) and Privacy Statement & Consent for Job Applicants (www.tyro.com/privacy-statement-job-applicants/) and consent to Tyro collecting, using, holding and disclosing your personal information in accordance with these policies.
Tyro does not accept unsolicited agency CV’s. Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.
