Customer Support Specialist

1 day ago

Sydney, New South Wales, Australia Tyro Payments Limited Full time
About Tyro Health

We're a tech company at heart, but our passion for fostering a diverse and inclusive environment, and continuous learning, sets us apart from the rest. Our team of 600+ Tyros are the lifeblood of our business, and we're committed to delivering great outcomes for our customers.

At Tyro Health, we're passionate about improving the healthcare experience, with a focus on payments. Our products make it easier for healthcare providers to get paid, making healthcare more accessible for all Australians. We're rapidly expanding our capability, and we're looking for an exceptional Customer Support Specialist to join our team.

About the Role

As a Customer Support Specialist, you'll be the face of our company, providing exceptional service to our customers. You'll be responsible for communicating with healthcare practitioners and practice support staff, answering emails and chat messages, and troubleshooting any issues. You'll also be educating customers about our products and services, and resolving complaints through effective communication skills.

We're looking for someone with a high level of empathy, who can quickly grasp issues users are facing. You'll need to be able to multitask and prioritize effectively, with a high volume of support queries. Previous experience in Customer Support functions is a plus, but not necessary. What's most important is your passion for customers and providing exceptional service.

What You'll Do
  • Communicate with healthcare practitioners and practice support staff to ensure they have a delightful experience.
  • Answer emails and chat messages in a professional and efficient manner.
  • Educate customers about our products and services.
  • Troubleshoot any issues regarding terminals and eCommerce enquiries.
  • Resolve all complaints through effective communication skills.
  • 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 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.
What You'll Bring
  • A high level of empathy and the ability to quickly grasp issues users are facing.
  • Excellent communication skills, both verbal and written.
  • Ability to multitask and prioritize effectively, with a high volume of support queries.
  • Previous experience in Customer Support functions is a plus.
  • An infectiously upbeat attitude and a bubbly personality.
  • A passion for customers and providing exceptional service.
Perks and Benefits

We've worked hard to create an environment that's big on diversity, inclusion, and flexibility. Here are just some of the things Tyros tell us they love about working here:

  • A hybrid working policy that truly enables you to live your best life.
  • Learning and career development opportunities.
  • 16 weeks paid primary carers leave.
  • 12 weeks paid secondary carers leave.
  • Annual team-based volunteer day.
  • We're a social bunch, we love a weekly team social event, snacks, a selection of craft beer, wine and non-alcoholic beverages, ping pong and video games.
  • Taco Tuesdays.
  • Mental health and wellness initiatives.
  • Personal finance initiatives.

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