Why Tyro?
At Tyro, we're into business big time.
Through our integrated payments, banking and lending solutions, we're here to ensure nothing stands in the way of Australian business success.
With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers.
We're proud to power more than 76,000 merchants across Australia and to work with almost 800 partners to create seamless experiences for hospitality, retail, services and health providers.It starts with You.Just like our customers, we'll be obsessed with the success of our people.
So, when you come onboard, we'll give you all the support you need to do your best work.
Our close to 600 Tyros are a highly team-oriented team, so you'll get to work with smart, motivated and friendly people across Tyro.
We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together!
We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact.
As we continue our mission to shake things up and make payments the easiest part of doing business, you'll have the opportunity to learn new skills with hands‐on experience, further your career, and help unleash the potential of our customers, one payment at a time.Step inside life at Tyro here.About the role:As a Customer Support Agent within the Strategic Accounts Support team, you'll be the primary point of contact for our Strategic Account merchants, delivering exceptional support across both phone and written channels.




You'll play a key role in ensuring a seamless customer experience while collaborating closely with the wider team and providing support to senior team members and the Team Leader as needed.Joining the Strategic accounts team will see you playing a vital role in Tyro's growth and success by supporting a wide range of high value customers across multiple industry verticals, championing the voice of our customers, and collaborating with internal teams to deliver a differentiated (White Glove) customer experience.You'll work Monday to Friday on an 8am–6pm shift, with the flexibility to work from home or from our CBD office, supported by a training program.What you'll do:Answer all incoming calls in a professional and efficient mannerAction various triggers for retention and product purposes in a timely mannerAct on proactive and reactive triggers to educate customers on Tyro Banking , eCommerce and Lending productsGenerate referrals for new business by fostering strong relationships with existing customersTroubleshoot any issues regarding terminals and eCommerce enquiriesGuiding our customers through EFTPOS activation processResolve all complaints through effective communication skills and elevate to team lead when neededAssisting customers with technical and efficient support with any Banking or eCommerce enquiriesTriage and escalation of level 2 technical support requestsTaking ownership of customer relationship and responseAction account changes from incoming calls and casesMeet and exceed monthly performance standards,



demonstrating consistent and sustained performanceAlways exhibit a friendly and professional manner in line with the Tyro brand and valuesProactive seek to expand their knowledge on Tyro's products and services and stay up to date with any changesActively contribute to the team culture and be an advocate of inclusivenessDemonstrate proactivity in recognition and resolution of issues arising both internally and with our merchants and technologyDevelop and in-depth knowledge of our products and be an advocate of these products to new and existing customersContribute to internal process improvementWork with stakeholders across various teams including account management and enterprise teamsWhat you'll bring:Passionate about customer excellence- you want to go the extra mile because you WANT to!
Solid understanding of customer service processes and drivers of customer experience successExcellent communication skillsProblem- solving skillsAbility to work autonomouslyStrong execution and delivery- you do what you say you will doWhat's in it for you?
We've worked hard to create an environment that's big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia.
Here are just some of the things Tyros tell us they love about working here.You'll also receive:A mix of in-office and remote workingLearning and career development opportunities16 weeks paid primary carers leave12 weeks paid secondary carers leaveAnnual team-based volunteer dayBirthday LeavePower Up Day (Additional day of leave)Weekly team social events, snacks, craft beer and wine, ping pong and video gamesTaco TuesdaysMental health and wellness initiativesNovated leasingTyro is committed to a diverse, inclusive workplace where everyone thrives.
We welcome applicants of all backgrounds and are an equal opportunity employer.
If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.
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📌 Customer Support Agent - Strategic Accounts (Sydney)
🏢 Tyro Payments
📍 Sydney