Customer Support Specialist at Tyro

Tyro Health, Full-time, Melbourne, VIC melbourne support full-time
Posted 23 days ago

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. Our over 500 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. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australian businesses.

About Tyro Health

We come from a Melbourne based startup (Medipass) and retain that culture but as part of and under the full backing of Tyro - the fastest growing major acquiring bank. Our team is focused solely on healthcare related payment and claiming solutions, which connect patients, practitioners and payers in ways that drive system efficiency and better experiences of care.

Working with health practitioners and leading practice management solutions, we’re putting control and cost transparency into the hands of individuals by assessing private health fund and statutory payer benefits at the point of an appointment. We help to reduce patient out of pocket expense and hassle by instantly processing benefit claims and gap payments.

Our supported claiming and payment types are quickly expanding and we seek to offer those capabilities to our customers via their chosen system. These partner systems represent a range of software products such as practice management systems, accounting software, point of sale software, booking portals, telehealth platforms and other healthcare related clinical/workflow systems. To simplify integration, we offer our partners a range of integration options including SDKs, APIs and batch files.

We pride ourselves on providing outstanding customer support. Our Customer Support Specialists are warm, friendly, real people. Customer support for our Medipass solution is as far away from “your-call-is-important-to-us” drudgery as you can possibly get! We’re growing quickly, and are looking for a new team member to support our rapidly growing customer base.

About You

Our Support Specialists have both empathy and curiosity. A sense of humour will go a long way in this role, too. Experience with technical support or previous exposure to software development is a bonus, but not necessarily required as long as you have a passion for great technology. The most important thing will be your mastery of written communication. Your way of expressing yourself through the written word will be what makes your application stand out, so show us your literary flair!

As a Customer Support Specialist, you will:

  • Communicate with healthcare practitioners and practice support staff by live chat, email and over the phone to ensure they have a delightful experience
  • Assist with testing of new features
  • Triage support queries where necessary and assign them to the relevant team
  • Monitor customer feedback during the release of new features, and report back to the team
  • Communicate the benefits of Medipass to would-be customers, and help them to find a solution that suits their needs
  • Onboard new users to Medipass and help to evolve our onboarding processes
  • Work closely with our design and development teams to ensure the features of the Medipass platform are aligned with user expectations and abilities
  • Assist with support documentation, processes and FAQs to make support more intuitive
  • We are looking for someone who:

  • Has a high level of empathy, and is able to quickly grasp issues users are facing
  • Enjoys writing, and can do so quickly and clearly
  • Is amazing at multitasking and prioritising effectively with a high volume of support queries
  • Feels comfortable working with technical concepts and is able to explain higher order services to a range of audiences
  • Can enthusiastically hit prioritised deadlines in a fast paced, yet autonomous environment
  • Takes initiative and thinks creatively to solve problems
  • Has an awareness of information security
  • Nice to have (but not dealbreakers):

  • Existing healthcare industry experience or exposure
  • Experience with customer support platforms like Intercom or Zendesk
  • Experience with or exposure to agile software development.
  • Because we work with sensitive information, Police Checks form part of our recruitment process.

    Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa.

    Culture and Perks
    We offer some amazing employee benefits such as learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, long service leave program, novated leasing, and a Short Term Incentive Program to name a few.

    Who we are
    Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 500 staff, $20.1 billion in transactions in FY20, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses. Find out how you can be a part of the Tyro journey today.

    Privacy and Submitting your Application
    By proceeding to submit your application, you acknowledge that you have read and understood Tyro’s Privacy Policy ( and Privacy Statement & Consent for Job Applicants ( and consent to Tyro collecting, using, holding and disclosing your personal information in accordance with these policies.

    Tyro does not accept unsolicited agency CV’s.  Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.