Customer Support Specialist

About Tyro Payments

Tyro Payments is dedicated to empowering Australian businesses through integrated payments, banking, and lending solutions. With over 21 years of experience, Tyro supports more than 76,000 merchants nationwide and collaborates with close to 800 partners across hospitality, retail, services, and healthcare sectors to deliver seamless and simplified business banking and payment experiences.

Role Overview

The Customer Support Specialist plays a vital role in representing the voice of our customers by collaborating closely with teams across Engineering, Product Management, and Sales. This role involves providing exceptional service and technical assistance primarily related to EFTPOS, Banking, and eCommerce products. You will work on a rotating schedule between 7am and 7pm, including occasional weekend shifts, with flexibility to work either remotely or from our Sydney CBD office.

Primary Responsibilities

• Professionally manage all inbound customer enquiries via phone and email.
• Educate customers about Tyro’s diverse product and service offerings.
• Troubleshoot technical issues concerning payment terminals and eCommerce platforms.
• Guide customers through the EFTPOS activation process step-by-step.
• Effectively resolve complaints and escalate issues to team leads when necessary.
• Work closely with internal departments to develop innovative customer solutions.
• Maintain detailed, accurate, and timely documentation of merchant enquiries.
• Adhere to Tyro’s compliance and risk management policies, including mandatory training.

Candidate Profile

• Flexible availability, with willingness to work as late as 9:36pm when needed.
• Strong capability to work independently while taking ownership and accountability for customer outcomes.
• Previous experience in Retail, Hospitality, or Contact Center environments.
• Highly positive, energetic, and engaging personality with a passion for customer service excellence.
• Excellent verbal communication and interpersonal skills.

Benefits and Perks

• Hybrid working arrangement with options for both remote and office-based work.
• Continuous learning and career advancement opportunities.
• Primary carers receive 16 weeks of paid leave; secondary carers receive 12 weeks paid leave.
• Company annual team-based volunteer day to give back to the community.
• Additional leave days including Birthday Leave and a "Power Up" day.
• Regular social team events featuring snacks, craft beverages, ping pong, and video games.
• Weekly Taco Tuesdays to foster team bonding.
• Focus on mental health and wellness programs.
• Access to novated leasing benefits.

Inclusion and Diversity

Tyro embraces diversity and equal opportunities, supporting applicants of all backgrounds to thrive. Reasonable accommodations are available throughout the recruitment process upon request.

Encouragement to Apply

If you don’t meet every qualification, we encourage you to apply as there may be opportunities for you now or in the future.