Customer Support Specialist

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

Benefits offered by this job

Hybrid working

Learning and development

16 weeks primary carers leave

12 weeks secondary carers leave

Annual volunteer day

Birthday leave

Power Up Day

Team social events

Snacks, craft beer and wine

Novated leasing

Job summary

Tyro Payments is seeking a Customer Support professional to champion the voice of customers, collaborating with Engineering, Product, Sales and other teams. The role offers a rotating roster from 7am to 7pm, 1 in 4 weekends, plus training and flexible work from home or CBD office.

You will handle first-level technical and account support for EFTPOS, Banking and eCommerce customers, aiming for first-call resolution and empowering customers to self-solve with guidance and a smile.

Qualifications

• Experience in retail, hospitality or contact centre environments.
• Excellent communication and interpersonal skills.
• Customer-focused with a positive attitude.

Responsibilities

• Handle incoming calls professionally and efficiently.
• Educate customers about Tyro products and services.
• Troubleshoot terminal and eCommerce enquiries and guide activation processes.
• Resolve complaints with effective communication and escalate when needed.
• Collaborate with internal teams to identify innovative solutions.
• Record accurate notes of merchant enquiries in a timely manner.

Skills

Retail experience

Hospitality experience

Contact centre experience

Positive attitude

Customer service

Strong communication

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.

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 career at Tyro and small enough that you can 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

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 (usually 1 in 4 weekends), a supportive training program, and the flexibility to work from home, or from our CBD office.

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!

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
• Guiding our customers through the EFTPOS activation process.
• Resolve all complaints through effective communication skills and escalates 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 communication and interpersonal skills

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 carers 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.