Customer Support SpecialistApply locations Sydney, NSW time type Full time posted on Posted 5 Days Ago job requisition id JR302Why work for TyroWe'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 roleTyro's Customer Support team is one of the most widely regarded in Australia. We've been providing excellent quality customer support for 16+ years and we actively maintain a strong culture that allows us to be more flexible and offer our customers a higher level of support than other banks. We provide payments and core banking services to over 29,000+ businesses across Australia, so we take quality seriously. Joining the Customer Support team will see you championing the voice of our customers and collaborating with our awesome teams and individuals in Engineering, Product Management, Sales, and other functions within the business.We offer a rotating roster within 7am to 7pm Monday to Sunday, a supportive training program, and the flexibility to work from home, or from our brand new CBD office. This is a full-time permanent role (38 hours a week). Please note that this role will entail some weekend work as part of your roster.Joining our team means doing what you love - helping people. On a typical day you will use your exceptional customer service skills to liaise with our customers over the phone and via email. You'll provide first-level technical and account support to our EFTPOS, Banking and eCommerce customers. Ultimately, your goal will be to delight our customers on their first call and send them away with greater knowledge, or to become self-sufficient, and doing so with a smile!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 DoAnswer all incoming calls in a professional and efficient mannerEducate customers of Tyro's products and servicesTroubleshoot any issues regarding terminals and eCommerce enquiriesGuide our customers through the EFTPOS activation processResolve all complaints through effective communication skills and escalate to team lead when neededCollaborate closely with various internal teams to identify or create innovative solutionsRecord detailed and accurate notes of merchant enquiries in a timely and efficient mannerUphold 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 workWhat You'll BringPrevious experience in Retail, Hospitality or Contact CentreAn infectiously upbeat attitude and a bubbly personalityA passion for customer experience and providing exceptional serviceStrong written and verbal communication skillsPerks and BenefitsWe'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 lifeLearning and career development opportunities16 weeks paid primary carers leave12 weeks paid secondary carers leaveAnnual team-based volunteer dayWe'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 gamesTaco TuesdaysMental health and wellness initiativesPersonal finance initiatives#LI -Hybrid
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