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.

About The Role

Our Customer Support Specialists have both empathy and curiosity. A sense of humour will go a long way in this role, too. Experience with technical support or previous exposure to software development is a bonus, but not necessarily required as long as you have a passion for great customer service. The most important thing will be your proficiency with verbal and written communication. Your way of expressing yourself will be what makes your application stand out.

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.

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.

What You'll Do

Communicate with healthcare practitioners and practice support staff mainly by phone but also by live chat, and email to ensure they have a delightful experience.
Answer all incoming calls and chat messages in a professional and efficient manner.
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 & Benefits

We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, 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, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and many more!

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