Customer Support Specialist - 3 month contract at Tyro

Customer Support, Contract, 155 Clarence St, Sydney, NSW, 2000 sydney support contract
Description
Posted 11 days ago

Who we are

Launching in 2003, Tyro has grown to become Australia's largest EFTPOS provider of all ADI's outside of the big 4 banks. With almost 500 employees, $13.4 billion in transactions in 2018, we are much more than an EFTPOS provider - Tyro is an ASX listed Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA).

With 10 industry firsts to market, we're giving the business banking world a good shake up, with smart technology that saves Australian businesses time and money. Come and be a part of the Tyro journey.

Tyro Customer Support offers 24/7 call availability, year-round. Every team member needs to be able to work both in the office and from home. You also need to be able to work with in the rotating hours of 7am to 7pm Monday to Sunday. Tyro pairs with over 200 Point of Sale (POS) systems so there are always new challenges to overcome.

3 month contract with the potential for it to turn into a permanent role. This is a full time role & we welcome graduates to apply.

The Customer Support Specialist’s (CSS) primary responsibility is to provide a ‘best in industry’ experience when dealing with all customers (internal and external) through adhering to the customer practices, being authentic, empathetic, engaging, risk aware and doing what you say you’re going to do.

The CSS is pivotal in transforming the experience from a transactional one to a relationship based holistic experience. This experience will apply to all Tyro products and as you put yourself in the customer’s shoes, you will be the smiling face of Tyro!

Main Responsibilities:

  • Answer all incoming calls in a professional and efficient manner to achieve team and individual service levels
  • Support team mates to collectively achieve desired customer outcomes
  • Troubleshooting issues with terminals (Level 1 support)
  • Case handling including change requests and general enquiries.
  • Respond to escalations and complaints - take responsibility to obtain a quick resolution. When necessary, liaise with various teams in order to achieve a successful outcome
  • Respond to escalated enquiries with a sense of urgency and a view to both resolve the complaint and eradicate any underlying issues to prevent future occurrences
  • Maintenance and creation of articles in the Knowledge Base
  • Escalating appropriate issues to Second Level Support
  • Educate and inform new and existing Tyro customers on the Tyro product suite suitable for their needs
  • Through this customer education, look for opportunities to cross sell suitable Tyro products
  • Engage in creating a supportive team environment whilst actively sharing skills and knowledge
  • Remain flexible and adhere to rostered shifts
  • Experience Required:

  • 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
  • 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.

    🎥 Take a look here what it's like to work at Tyro

    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 almost 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. 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, 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.

    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.