Customer Support Representative

155 Clarence St, Sydney, NSW, 2000
Customer Support – Customer Support

Who we are

Here at Tyro, our mission is simple we “use technology to empower Australia’s SMEs to create their version of success”. Tyro delivers next generation cloud-based, integrated and mobile payments, deposits and lending banking solutions to small and medium Australian businesses. In November 2015 we raised $100 million to grow and keep building for our 20,000+ customers. We're the first technology company to become a banking institution in Australia and our environment is changing constantly as we grow quickly.

What kind of environment is it?
Tyro's Customer Support team is one of the most widely regarded in Australia. We've been providing excellent quality customer support for almost 10 years and we actively maintain a strong culture that allows us to be more flexible and offer our customers a higher level of support than other banks. We provide core banking services to over 10,000 small and medium business across Australia, so we take quality pretty seriously. It's an environment that changes constantly, and we need to be able to adapt to new circumstances.

What are the challenges?
Tyro Customer Support offers 24/7 call availability, year-round. Every team member need to be able to work both in the office and from home. Tyro pairs with over 100 Point of Sale systems so there are always new challenges to overcome.

What is the job?

    • Answer all incoming calls in a professional and efficient manner
    • Troubleshooting issues with terminals (Level 1 support).
    • Case handling including change requests, complaints and general enquiries
    • Maintenance and creation of articles in the Knowledge Base
    • Escalating appropriate issues to Second Level Support

We believe the ideal person for this role will be someone who:

    • Has excellent communication skills
    • Strives for continual improvement
    • Does the right thing for the right reason
    • Wants to make a positive difference
    • Takes ownership and strives for resolution

You will need to demonstrate the following skills:

    • Basic Windows/iOS operation
    • Basic networking knowledge (home and small business)
    • Incident management and conflict resolution
    • Experience in a call center environment (desirable)

If you know you would be the right fit, please click apply now, we would love to hear from you!

Why work for us

We're not just like every other bank. Tyro has always been a tech company at heart, but providing a fair work/life balance and a culture of 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 passionate teams in engineering, product management, customer support, sales and other functions within the business. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australian small and medium businesses.

Our people are at the heart of all that we do and we go to great lengths to ensure a positive and enjoyable employee experience for all. We offer some amazing employee benefits such as employee share options, regular training for professional and personal development, 16 weeks paid primary carers leave, 3 weeks paid secondary carers leave, team based volunteer days, 17.5% leave loading and not to mention our multiple craft beer kegs, wide selection of wine, ping pong table and video games all available to be enjoyed. 

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