Customer Support Agent - Strategic Accounts

Tyro Payments; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Learning and career development

16 weeks carers leave

12 weeks carers leave

Volunteer day

Birthday leave

Novated leasing

Job summary

Tyro Payments is seeking a Customer Support Agent within the Strategic Accounts Support team in Sydney. You will be the primary contact for Strategic Account merchants, delivering exceptional support across phone and written channels and collaborating with the wider team.

You’ll work Monday to Friday, 8am–6pm, with the flexibility to work from home or our CBD office, supported by a training program. This role offers opportunities to grow with Tyro’s product suite and customer base.

Qualifications

• Solid understanding of customer service processes and drivers of customer experience success.
• Excellent communication skills.
• Problem-solving skills.
• Ability to work autonomously.
• Strong execution and delivery.

Responsibilities

• Answer all incoming calls in a professional and efficient manner.
• Act on triggers for retention and product purposes in a timely manner.
• Educate customers on Tyro Banking, eCommerce and Lending products.
• Generate referrals for new business by fostering strong relationships with existing customers.
• Troubleshoot issues regarding terminals and eCommerce enquiries.
• Guide customers through EFTPOS activation process.
• Resolve complaints through effective communication and escalate when needed.
• Assist customers with technical and efficient support for Banking or eCommerce queries.
• Triage and escalate level 2 technical support requests.
• Own customer relationships and responses.
• Action account changes from calls and cases.
• Meet and exceed monthly performance standards.

Skills

Customer service

Communication skills

Problem solving

Autonomy

Delivery excellence

Job description

Why Tyro?

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 76,000 merchants across Australia and to work with almost 800 partners to create seamless experiences for hospitality, retail, services and health providers.

Why Tyro?

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 76,000 merchants across Australia and to work with almost 800 partners to create seamless experiences for hospitality, retail, services and health providers.

It starts with You.

Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together! We are big enough for you to have opportunities to have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands‑on experience, further your career, and help unleash the potential of our customers, one payment at a time.

Step inside life at Tyro here.

About The Role

As a Customer Support Agent within the Strategic Accounts Support team, you'll be the primary point of contact for our Strategic Account merchants, delivering exceptional support across both phone and written channels. You'll play a key role in ensuring a seamless customer experience while collaborating closely with the wider team and providing support to senior team members and the Team Leader as needed.

Joining the Strategic accounts team will see you playing a vital role in Tyro's growth and success by supporting a wide range of high value customers across multiple industry verticals, championing the voice of our customers, and collaborating with internal teams to deliver a differentiated (White Glove) customer experience.

You’ll work Monday to Friday on an 8am–6pm shift, with the flexibility to work from home or from our CBD office, supported by a training program.

• Answer all incoming calls in a professional and efficient manner
• Action various triggers for retention and product purposes in a timely manner
• Act on proactive and reactive triggers to educate customers on Tyro Banking , eCommerce and Lending products
• Generate referrals for new business by fostering strong relationships with existing customers
• Troubleshoot any issues regarding terminals and eCommerce enquiries
• Guiding our customers through EFTPOS activation process
• Resolve all complaints through effective communication skills and escalated to team lead when needed
• Assisting customers with technical and efficient support with any Banking or eCommerce enquiries
• Triage and escalation of level 2 technical support requests
• Taking ownership of customer relationship and response
• Action account changes from incoming calls and cases
• Meet and exceed monthly performance standards, demonstrating consistent and sustained performance
• Always exhibit a friendly and professional manner in line with the Tyro brand and values
• Proactive seek to expand their knowledge on Tyro's products and services and stay up to date with any changes
• Actively contribute to the team culture and be an advocate of inclusiveness
• Demonstrate proactivity in recognition and resolution of issues arising both internally and with our merchants and technology
• Develop and in-depth knowledge of our products and be an advocate of these products to new and existing customers
• Contribute to internal process improvement
• Work with stakeholders across various teams including account management and enterprise teams

What You'll Bring

• Passionate about customer excellence- you want to go the extra mile because you WANT to!
• Solid understanding of customer service processes and drivers of customer experience success
• Excellent communication skills
• Problem- solving skills
• Ability to work autonomously
• Strong execution and delivery- you do what you say you will do

What’s in it for you?

We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here.

You’ll Also Receive

• A mix of in-office and remote working
• Learning and career development opportunities
• 16 weeks paid primary carers leave
• 12 weeks paid secondary cars leave
• Annual team-based volunteer day
• Birthday Leave
• Power Up Day (Additional day of leave)
• Weekly team social events, snacks, craft beer and wine, ping pong and video games
• Taco Tuesdays
• Mental health and wellness initiatives
• Novated leasing

Tyro is committed to a diverse, inclusive workplace where everyone thrives. We welcome applicants of all backgrounds and are an equal opportunity employer. If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.

Still with us?

If you’ve got this far, then you might just be a great fit for us.