Customer Support Specialist

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.

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 2+,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.
Please note that this role will entail some weekend work as part of your roster

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!

This role is a hybrid position, with a requirement to be in office 2 days a week and the option to work from home for the remaining 3 days.

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