Customer Support Specialist

1 week ago

Melbourne, Victoria, Australia Tyro Full time
**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 over 500 strong team of 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 banking for Australian businesses.

About Tyro Health
The Tyro Health business unit was formed after acquiring Medipass, an Australian based health fintech, based in Melbourne.

Medipass was originally established on the belief that a better health system demands better ways to connect and pay, and we carry that ethos through now as Tyro Health.


  • Our team is focused solely on healthcare related payment and claiming solutions, which connect patients, practitioners and payers in ways that drive system efficiency and better experiences of care. For healthcare providers and partners, we offer a range of digital claiming options, including government funders, private health insurers and direct patient payments.

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

Tyro Health Customer Support offers 8am - 6pm support, Monday. To Friday.

This is a 6-month Fixed Term Contract.

What you'll do:

  • 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 wouldbe 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 daytoday work

About you:

  • Have 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.

Culture and Perks

  • We offer some amazing employee benefits such as learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, long service leave program, novated leasing, and a Short Term Incentive Program to name a few.
  • You will work autonomously, and will be trusted to make your own decisions and prioritise effectively. You will report to a manager, and support will always be there if you need it, but we

don't micro-manage.

  • This role is full time, but flexible to meet your needs. You'll be provided with a laptop and all the tools and support you need to succeed.

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 h

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