Customer Support Specialist (Tyro Health)
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
The Tyro Health Customer Support Specialist is responsible for delivering exceptional customer service through our omni-channel support offering (primarily over the phone). This role involves resolving customer issues, providing product and service information, and ensuring customer satisfaction.
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.
The Tyro Health support team pride ourselves on providing a best-in-class experience when dealing with all customers (internal and external) through adhering to the customer practices, being authentic, empathetic, engaging, and risk aware.
What you'll do
- Respond to customer inquiries promptly and professionally across various channels including phone, email & chat, by providing best-in-class customer service.
- Diagnose and resolve customer issues efficiently, escalating to higher levels of support as necessary.
- Accurately document all customer interactions, feedback and resolutions in Salesforce.
- Demonstrate a deep understanding of the products or services offered to address customer inquiries and objections effectively.
- Develop and maintain a high level of industry and competitor knowledge.
- Take initiative in self-development by seeking out additional training opportunities, workshops, or resources to enhance skills and knowledge.
What you'll bring
- A background in phone-based support (inbound or outbound), preferably in a call centre.
- Basic knowledge of the Financial Services and Health Industry.
- Experience in the payments, Banking/Finance, or Health industries is a plus.
- Basic understanding of how claiming works within the Australian healthcare system.
- Demonstrate a basic understanding of payments equipment and CRM software.
- Ability to work with technical concepts. Troubleshooting experience is a plus.
- Problem solving & customer needs analysis.
- Excellent verbal and written communication skills.
- Excellent time management and organisational skills.
- Excellent troubleshooting skills in both technical and service fields.
Perks and Benefits
- 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.
