Customer Support Specialist (Tyro Health Online Chat Team)

at  Tyro

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.

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.

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.

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.