Tyro

Customer Support Specialist (Tyro Health)

Powering the future of payments

  • Customer Support

  • Full-time

  • Hybrid | Sydney, NSW, AU · Minimum 2 days in the office - team day is Wednesday (compulsory) plus another day of your choice. Successful candidates will need to be in most days for the first 2 weeks for training; any work from home days during the first month will be at the team leader’s discretion.

  • Visa sponsorship · No

  • Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.

  • ·

Avatar
Ali Saleem

Hiring manager, Tyro

Payments, Lending, Banking! Tyro is a fintech company powering the future of business. With over $42 billion in transactions processed last year, half a billion dollars in loans, and more than 68,000 customers, Tyro combines the best people, technology, and partners to provide products that simplify commerce.

Our strong team of 600+ Tyros, just like our customers, are the heart of our business. Whether at home on in the office, we go to great lengths to cultivate and maintain a positive employee experience. Tyros are a highly collaborative mix of people. You will work with teams and individuals across engineering, product management, customer support, sales and more. Fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of Tyro's culture. Together, we are setting the standard in payments and commerce.

About the role

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.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

What you'll be responsible for

  • 🛟

    Query Handling

    Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences

  • 💬

    Customer Feedback-Driven Enhancement

    Collect and analyze customer feedback to improve products, enhance the customer experience, and ensure continuous quality enhancement

  • 👍🏼

    Complaints Resolution

    Log, investigate, and resolve customer dissatisfaction or problems, to improve negative customer experiences

Skills you'll need

  • ✍🏼

    Written communication

    Writes in a clear and structured format to convey information and ideas effectively to a target audience

  • 🛎

    Service orientation

    Actively seeks and develops strategies to help key stakeholders

  • 🎙

    Verbal communication

    Speaks clearly to convey information effectively to a target audience

Meet the team

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Tyro

Applying with Hatch

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