Customer Support Specialist
Apply Locations: Sydney, NSW
Time Type: Full time
Posted on: Posted 2 Days Ago
Job Requisition ID: JR247
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.
About the role Tyro'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, who have inspiring stories and top-notch talent.
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. 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 Do Answer all incoming calls in a professional and efficient manner. Educate customers of Tyro's products and services. Troubleshoot any issues regarding terminals and eCommerce enquiries. Guide our customers through the EFTPOS activation process. Resolve all complaints through effective communication skills and escalate to team lead when needed. Collaborate closely with various internal teams to identify or create innovative solutions. Record detailed and accurate notes of merchant enquiries in a timely and efficient manner. 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 Previous experience in Retail, Hospitality or Contact Centre. An infectiously upbeat attitude and a bubbly personality. A passion for customer experience and providing exceptional service. Strong written and verbal communication skills. 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. Our Story 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.
Values Wow the Customer - We love our customers and we want them to love us too.
Be Good - We're open and transparent, and we do the right thing - even when nobody's watching or it's really hard.
Commit to Greatness - We think big, move fast and dare to be different. We're always asking "what's next?"
Stay Hungry - We ooze passion and determination and we play as a team to win.
Win Together - We are a united team. With growth mindsets and without ego, we embrace diversity to collaborate, innovate and accelerate.
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