Customer Support Specialist (Tyro Health) at Tyro

Tyro Health, Full-time, 55 Market St, Sydney, NSW sydney support full-time
Posted 2 months ago

About the role

Our Customer 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 customer service. The most important thing will be your proficiency with verbal and written communication. Your way of expressing yourself will be what makes your application stand out.

Tyro Health Customer Support offers 8am – 6pm support, Monday to Friday. 

What you'll do

  • Communicate with healthcare practitioners and practice support staff by phone, live chat, and email to ensure they have a delightful experience.
  • Answer all incoming calls and chat messages in a professional and efficient manner.
  • Educate customers of Tyro Health’s products and services.
  • Trouble shoot any issues regarding terminals and eCommerce enquiries.
  • Resolve all complaints through effective communication skills and escalate to team lead when needed.
  • Assist with testing of new product 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 Tyro Health and Medipass to would-be customers and help them to find a solution that suits their needs.
  • Work closely with our design and development teams to ensure the features of the Tyro Health platform are aligned with user expectations and abilities.
  • Assist with support documentation, processes, and FAQs to make support more intuitive.
  • 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

  • Has a high level of empathy and is able to quickly grasp issues users are facing.
  • Enjoys talking to and writing to customers; 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 can 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.
  • Previous experience in Customer Support functions.
  • An infectiously upbeat attitude and a bubbly personality
  • A passion for customers and providing exceptional service.