At a Glance
- Tasks: Provide top-notch support for ELMO’s HR software and troubleshoot complex issues.
- Company: Join ELMO, a leading HR tech provider transforming workplaces across Australia, NZ, and the UK.
- Benefits: Enjoy paid parental leave, birthday leave, flexible working options, and in-house learning opportunities.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Be part of a vibrant team that empowers HR professionals with innovative technology.
- Qualifications: Strong communication skills and a passion for problem-solving in software support.
The predicted salary is between 66150 - 80850 $ per year.
ELMO Software is a leading provider of HR technology solutions serving 2,000+ mid-sized organizations and over one million end users across Australia, New Zealand and the UK. Our ISO-certified solutions cover the entire employee lifecycle, empowering HR professionals to manage their workforce and contribute to strategic decision-making. Our purpose is to unleash the impact of HR. ELMO's one-stop HRIS adapts to your needs, providing automation, data analytics, and seamless integration into existing processes.
At ELMO, you’ll join a collaborative, authentic, and vibrant work environment where creativity thrives. As an ELMOnian, you’ll be supported to grow personally and professionally, challenged to push your boundaries, and celebrated for your contributions. We offer a fulfilling workplace experience and opportunities to advance your career.
Benefits include:
- Paid Parental leave – 12 weeks primary, 6 weeks secondary
- Birthday leave, YOU day each year, and “connection leave” (up to 2 weeks working from anywhere)
- Inhouse Learning and Development initiatives
- ELMO Social and Diversity clubs
- Mental Health/EAP programs
- Flare Benefits (discounts, novated leasing, salary sacrifice)
Our values:
- Obsess over customers – Everything we do positively impacts our customers
- Help others thrive – We champion ways to help colleagues, communities, and customers thrive
- Seek out different – We innovate, challenge the status quo, and defy barriers
- Be fearlessly optimistic – We bring positivity to drive meaningful change
The Support Consultant plays a vital role in client success by providing in-depth application support across ELMO’s HR software modules. Reporting to the Support Manager, you’ll troubleshoot complex software behaviours and help clients maximise the value of their ELMO solution.
What you’ll do:
- Provide Level 2 support for ELMO’s cloud-based HR software modules, focusing on system behavior, functionality, and integration-related issues.
- Diagnose and troubleshoot complex technical problems, especially APIs, data flows, and cloud interactions (e.g., AWS).
- Respond to client queries via support channels (email, tickets, and calls) with timely and clear communication.
- Collaborate with internal teams including Support Leads, DevOps, Product, and Implementation to resolve client issues.
- Escalate Level 3 issues to development teams with comprehensive diagnostic documentation.
- Maintain accurate internal records by documenting troubleshooting processes for knowledge sharing.
- Contribute to continuous improvement of support processes, tools, and knowledge base content.
- Assist with user acceptance testing (UAT) and gather customer feedback to support product enhancements.
What we would like you to bring:
- A positive and curious mindset with an interest in how software works and helping others use it confidently
- Strong English communication skills, written and verbal, able to explain technical concepts to technical and non-technical audiences
- Experience in software, SaaS, or application support, ideally in a customer-facing role with empathy, clarity, and problem-solving
- A customer-focused approach with a passion for solving problems and delivering high-quality support
- A collaborative mindset and confidence in cross-team collaboration
- Solid problem-solving and troubleshooting skills with attention to detail
- Familiarity with or willingness to learn APIs, integrations, and cloud environments
Apply now and be part of the team shaping the future of work at ELMO!
Note: ELMO Software Pty Ltd is an equal opportunity employer and we encourage applicants from diverse backgrounds to join our team. We are committed to reconciliation through our Reflect Reconciliation Action Plan (RAP). We are passionate about empowering HR with responsible, secure and safe AI, aiming to be among the first in Australia and New Zealand to achieve ISO 42001:2023 certification. Handling sensitive employee data necessitates strict adherence to our ISO 27001:2022 Certified security policies.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology and Customer Service
Industries: Human Resources Services, Software Development
Support Consultant in Melbourne employer: ELMO Software
ELMO Software is an exceptional employer, offering a dynamic work culture that prioritises innovation and employee well-being. With a hybrid work setup, generous parental leave, and a commitment to professional development through in-house learning initiatives, employees are empowered to thrive both personally and professionally. Located in Sydney, ELMO fosters a collaborative environment where diverse perspectives are valued, making it an ideal place for those seeking meaningful and rewarding careers in HR technology.
