Technical Support Specialist (Live Chat)

Job Description

Why work for Tyro 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 strong team of 600+ 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 payments and commerce for Australian businesses. About The Role At Tyro Health, we’re transforming the way Australian healthcare businesses manage payments and claims. We provide innovative EFTPOS and payment solutions that keep things moving seamlessly. Our Health Customer Support team is at the heart of this mission—helping our customers with technical support, troubleshooting, and expert guidance so they can focus on what matters most: their patients. As a Live Chat Technical Support Specialist, you’ll be the first point of contact for our customers, offering top-tier technical support and expert guidance in a fast-paced, online environment. This is a full-time role (Monday to Friday, 8 AM to 6 PM—no late nights or weekends!) with initial in-office training (5 days per week) and a flexible hybrid model (typically 3 days in-office post-training). What You'll Do Solve Technical Challenges via Live Chat – Become an expert for troubleshooting EFTPOS terminals and tech issues through digital channels, helping healthcare businesses keep their operations running smoothly. Educate & Support Tyro Health Customers – Answer emails and chat messages promptly and professionally while educating customers about Tyro Health's products and services. Turn Challenges into Opportunities – Handle customer inquiries with confidence, playing a key role in transforming customers into loyal, long-term users of Tyro Health solutions. Accurately Track & Report Interactions – Log and track customer interactions with precision in Salesforce, ensuring that every detail is captured and actionable. Test New Features & Gather Feedback – Assist with the testing of new product features, monitor customer feedback, and report findings to the team to help improve the Tyro Health experience. What You'll Bring Customer Support Experience – You have experience handling customer inquiries through digital channels and managing high volumes of support requests with ease. Technical Understanding – Comfortable with technical concepts, you can explain complex services in a way that’s easy to understand for a variety of audiences. Excellent Time Management – You’re reliable, manage your time efficiently, and stick to your schedules to ensure tasks are completed within set timeframes. Empathy & Communication Skills – You have a high level of empathy and can quickly understand and address customer concerns, communicating clearly and effectively via both chat and email. Adaptability & Coachability – You’re open to feedback, embrace new challenges, and continuously grow in your role. Healthcare Industry Knowledge – A basic understanding of how the Australian healthcare system works, including claims, Medicare rebates, and payment processes, is a plus. Perks And Benefits We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of our people across Australia. Here are just some of the things Tyros tell us they love about working here: A hybrid working policy that truly enables you to live your best life Learning and career development opportunities 16 weeks paid primary carers leave 12 weeks paid secondary carers leave Annual team-based volunteer day We're a social bunch, we love a weekly team social event, snacks, a selection of craft beer, wine and non-alcoholic beverages, ping pong and video games Taco Tuesdays Mental health and wellness initiatives Personal finance initiatives #J-18808-Ljbffr