Customer Support Specialist

Powering the future of payments

  • Customer Support

  • Full-time

  • Hybrid | Sydney, NSW, AU · 2-3 days in the office, WFH for the remainder of the week. Training will be 3-4 weeks in-person at the office.

  • 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.

  • 10 vacancies available

  • ·

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

About the role

Tyro's Customer Support team is one of the most widely regarded in Australia. We've been providing excellent quality customer support for 16+ 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 payments and core banking services to over 29,000+ businesses across Australia, so we take quality seriously. Tyros are a highly collaborative mix of people. Joining the Customer Support team will see you championing the voice of our customers and collaborating with our awesome teams and individuals in Engineering, Product Management, Sales, and other functions within the business, who have inspiring stories and top-notch talent.

  • We offer a rotating roster within 7am to 7pm Monday to Sunday, a supportive training program, and the flexibility to work from home, or from our brand new CBD office.
  • Currently, you will work 3 out of 4 weekends per month

Joining our team means doing what you love - helping people. On a typical day you will use your exceptional customer service skills to liaise with our customers over the phone and via email. You’ll provide first-level technical and account support to our EFTPOS, Banking and eCommerce customers. Ultimately, your goal will be to delight our customers on their first call and send them away with greater knowledge, or to become self-sufficient, and doing so with a smile!

What You'll Do

  • Answer all incoming calls in a professional and efficient manner
  • Educate customers of Tyro’s products and services
  • Troubleshoot any issues regarding terminals and eCommerce enquiries
  • Guiding our customers through the EFTPOS activation process.
  • Resolve all complaints through effective communication skills and escalate to team lead when needed
  • Collaborate closely with various internal teams to identify or create innovative solutions
  • Record detailed and accurate notes of merchant enquiries in a timely and efficient manner.
  • 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

  • Previous experience in Retail, Hospitality or Contact Centre
  • An infectiously upbeat attitude and a bubbly personality
  • A passion for customer experience and providing exceptional service
  • Strong communication and interpersonal skills

What you'll be responsible for

  • 🚦

    Issue Identification and Improvement

    Identify and escalate issues, and suggest improvements to the development team

  • ⚙️

    Technical Support and Training

    Provide technical support and training to clients and end users

Skills you'll need

  • Prioritization

    Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions

  • 🔍

    Attention to detail

    Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables

  • 💡

    Problem solving

    Identifies problems and develops logical solutions that address the problems

Meet the team



Applying with Hatch

Tyro is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.

Learn more about Hatch