Health Technical Support Specialist

Why Tyro?

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 73,000 merchants across Australia and to work with more than 700 partners to create seamless experiences for hospitality, retail, services and health providers.

It starts with You.

Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday - commit to greatness, stay hungry, wow the customer, be good and win together We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands-on experience, further your career, and help unleash the potential of our customers, one payment at a time.

Step inside life at Tyro
- here


Customer engagement
- Diagnose and resolve customer issues efficiently, escalating to higher levels of support as necessary.
- Accurately document all customer interactions and resolutions in Salesforce.
- Collect and report customer feedback to help improve products, services, and customer support processes.
- Collect and report any customer complaints in accordance with Tyro policies and procedures.

Product knowledge
- Stay updated on product knowledge, features, and benefits through ongoing training sessions.
- Demonstrate a deep understanding of the products or services offered to address customer inquiries and objections effectively.
- Develop and maintain a high level of industry and competitor knowledge.
- Serve as a brand enthusiast for Tyro Health suite of products & services.

Adherence to policies and procedures
- Follow established procedures, scripts, and guidelines.
- Adhere to compliance standards and regulations governing support activities, such as Tyro policies, data privacy laws and industry regulations.
- Achieve operational service level agreements with high standards of professionalism.

Live the Tyro values
- Provide support and assistance to colleagues as needed, fostering a positive and collaborative work environment.
- Take initiative in self-development by seeking out additional training opportunities, workshops, or resources to enhance skills and knowledge.
- Set personal goals for professional growth and development, working towards advancement within the organisation.
- Represent the company positively in all interactions with customers, colleagues, and stakeholders.
- Continuously seek feedback and coaching to enhance skills and performance.
- Raise potential risk issues in daily operations across systems, policies and procedures that may result in Tyro being exposed to financial instability, fraud, not fulfilling regulatory requirements or litigation including behaviours that may be discriminatory or undermine Tyro’s values.

Experience
Essential
- Call-centre experience (inbound or outbound), preferably in payments, Banking/Finance, or Health industries.
- Demonstrate a basic knowledge of the Financial Services Industry.
- Demonstrate a basic knowledge of Health Industry.
- Demonstrate a basic understanding of how claiming works within the Australian healthcare system.
- Demonstrate a basic understanding of payments equipment and CRM software.
- Ability to work with technical concepts.
- Problem solving & customer needs analysis.
- Excellent verbal and written communication skills.
- Excellent time management and organisational skills.
- Excellent troubleshooting skills in both technical and service fields.

Desirable
- Health industry experience in an administrative capacity, preferably with experience processing patient claims.
- Experience in the financial services industry, preferably within payment facilities/gateways.
- Sound knowledge of medical practice management software.
- Experience troubleshooting technical concepts.
- What’s in it for you?
- We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here.
- You’ll also receive:
- A mix of in-office and remote working- Learning and career development opportunities- 16 weeks paid primary carers leave- 12 weeks paid secondary carers leave- Annual t