Strategic Accounts Support Specialist (Remote)

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

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.