Technical Support Specialist

Why work for Tyro

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.

At Tyro Health, we are passionate about improving the healthcare experience, with a specific focus on payments. Our products make it easier for healthcare providers to get paid, making healthcare more accessible for all Australians. We are rapidly expanding our capability, and so we are looking for an exceptional product manager with a background in digital and payments to join our team.

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.

About the role
This role is a 10 month fixed term contract position.

Tyro Health Customer Support offers 8am - 6pm support, Monday to Friday. This role is a hybrid position, with a requirement to be in office 2 days a week and the option to work from home for the remaining 3 days.
- Please note that this role is a 10-month contract position._

What you'll do:
- 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 would-be 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 day-to-day work

What you'll bring:
- 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

Perks and Benefits

We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of_ _our people across Australia. 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

LI-Hybrid