Customer Support Representative

Tyro Payments, 155 Clarence St, Sydney, NSW, 2000

EFTPOS & Banking for Australian Businesses

Who we are

Tyro is Australia’s largest fintech and one of the newest banks. We’re giving the business banking world a good shake up, with smart technology that save Australian businesses time and money. 
We’re born different.
We don’t follow the easy path, we blaze our own unique trail.
And we want like-minded people who understand where we’re coming from and where we’re going.
When it comes to banks, lots of them say they’re different.
But Tyro really is different. We don’t do mortgages, personal loans, or investments. We’re all about business. 
We may be new, but what we lack in heritage, we make up for with relentless determination and a focus on the future.
Our singular goal is to make life better for business owners with superior products and services that are simple and seamless so our customers, and our people, can keep blazing our own unique trail.

What kind of environment is it?
Tyro's Customer Support team is one of the most widely regarded in Australia. We've been providing excellent quality customer support for almost 10 years and we actively maintain a strong culture that allows us to be more flexible and offer our customers a higher level of support than other banks. We provide core banking services to over 10,000 small and medium business across Australia, so we take quality pretty seriously. It's an environment that changes constantly, and we need to be able to adapt to new circumstances.

What are the challenges?
Tyro Customer Support offers 24/7 call availability, year-round. Every team member need to be able to work both in the office and from home. You also need to be able to work all shifts from day to overnight and weekend shifts. Tyro pairs with over 100 Point of Sale systems so there are always new challenges to overcome.

What your day-to-day will look like

  • Answer all incoming calls in a professional and efficient manner
  • Troubleshooting issues with terminals (Level 1 support).
  • Case handling including change requests, complaints and general enquiries
  • Maintenance and creation of articles in the Knowledge Base
  • Escalating appropriate issues to Second Level Support

Ideal candidate:

  • Has excellent communication skills
  • Strives for continual improvement
  • Does the right thing for the right reason
  • Wants to make a positive difference
  • Takes ownership and strives for resolution

You will have the following skills:

  • Basic Windows/iOS operation
  • Basic networking knowledge (home and small business)
  • Incident management and conflict resolution
  • Experience in a call center environment (desirable)
Why work for us

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. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australia businesses.

Our 440 strong team of 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. We offer some amazing employee benefits such as a generous learning & development budget for training for professional and personal development, 16 weeks paid primary carers leave, 3 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, 17.5% leave loading and not to mention our 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 an awesome rooftop area for socialising, all available to be enjoyed. 

Privacy and Submitting your Application
By proceeding to submit your application, you acknowledge that you have read and understood Tyro’s Privacy Policy (www.tyro.com/privacy-policy/) and Privacy Statement & Consent for Job Applicants (www.tyro.com/privacy-statement-job-applicants/) and consent to Tyro collecting, using, holding and disclosing your personal information in accordance with these policies.

About Tyro Payments

Our Story Tyro exists to provide Australian Small and Medium Enterprises with innovative products and services, to help improve and grow their business. We started by providing our integrated EFTPOS, recently we launched lending and deposit products, and we will expand into other services in the future.

Tyro Payments

Want to learn more about Tyro Payments? Visit Tyro Payments's website.