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 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.

Take a look here what it's like to work at Tyro.

**About Tyro Health**

Tyro Health is on a mission to create a better healthcare system. We’re passionate about making payments and claiming easier for practitioners, insurers, software vendors and the Australians they support.

We design our solutions around the way service providers work, whether that’s from a busy practice, a patient’s home or even online - making it easy to get paid, fast.

We are committed to connecting these stakeholders to drive more efficient communication, seamless financial transactions, and greater transparency in Australian healthcare. This is the crucial role our team play in building a better health system for all Australians.

**About the role**

Our customer support specialist are passionate and customer experience focussed, delivering best-in-class service to our healthcare merchants. They have a natural curiosity for technical trouble shooting and are tech savvy with a passion for solving problems.
- It is important for our support specialists to have a general understanding of how the Australian healthcare system works in terms of how patients use Medicare and private health insurance; having an understanding of the payments industry is a bonus, but not a must have.
- This role is a hybrid part time position, 10am to 2pm, Monday to Friday.

**What you'll do**:

- Communicate with healthcare practitioners and practice support staff by phone, to assist them with their queries.
- Communicate with callers in a professional and efficient manner.
- Educate our customers on the Tyro Health products and services.
- Trouble shoot issues with our EFTPOS terminals and eCommerce platform.
- Identify and escalate any customer complaints.
- Collect customer feedback and communicate it to the relevant channels.
- Uphold and contribute to Tyro’s strong risk culture by complying with our policies, completing mandatory training in a timely manner and identifying/managing risks within your day-to-day role.
- 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

**What you'll bring**:

- You enjoy interacting with customers and communicate clearly and efficiently.
- You are comfortable working with technical concepts and can clearly articulate trouble shooting processes.
- You take initiative to deliver best-in-class service and are passionate about customer excellence.
- You have a bubbly phone manner and can build rapport quickly with our merchants.
- You have a general understanding of how the claiming process works within the Australian healthcare industry.
- You will preferably have a broad understanding of the payments industry.
- Experience working in the healthcare sector is a bonus but not essential.

**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 health fund claiming and rebating services to Australian businesses. Find out how you can be a part of the Tyro journey