Customer Support Specialist

**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.

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

**Your key accountabilities and activities include**:

- 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 experience of Tyro Health and Medipass to would-be customers and help them to find a solution that suits their needs.
- Assist with support documentation, processes, and FAQs to make support more intuitive.

**Success Criteria**:

- Creative, self-motivated and results driven.
- Strong interpersonal, negotiation and relationship building skills with the ability to communicate and engage well with customer and stakeholders.
- Customer-centric - with excellent customer service skills.
- Personal brand - takes pride in developing and enhancing.
- Adaptable - thrives working as an autonomous individual contributor and simultaneously as an enthusiastic team player.
- Initiative and learning - proactively seeks to expand knowledge on Tyro’s products and stay up to date.

**Desirable Qualifications and Experience**:

- Has 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 500 staff, $20.1 billion in transactions in FY20, 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.

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