Customer Support Specialist (Remote)

Customer Support Specialist | Tyro Payments | Australia

Why Tyro Health

Tyro Health delivers seamless online-first payments and claiming systems for health businesses of all sizes. 

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 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. 

Being proficient in both verbal and written communication is a must, and having an empathetic, engaging and professional phone manner will make you a standout candidate.   

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 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 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.

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!

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home