At a Glance
- Tasks: Help customers solve payroll issues and navigate processes with confidence.
- Company: Join ELMO Software, a leading HR tech provider in Australia and NZ.
- Benefits: Enjoy hybrid work, paid parental leave, birthday leave, and wellbeing initiatives.
- Other info: Be part of a diverse team committed to innovation and customer success.
- Why this job: Make a real impact by supporting customers and improving their payroll experience.
- Qualifications: Experience in Australian/New Zealand payroll and strong problem-solving skills required.
The predicted salary is between 62100 - 75900 $ per year.
Who We Are…
Founded in 2002, ELMO Software is the trusted provider of HR technology solutions to 2,000+ mid-sized organisations and more than one million end users across Australia and New Zealand.
With a comprehensive suite of ISO-certified solutions that span the full employee lifecycle, ELMO Software is designed to scale as organisations grow.
Flexible and configurable, ELMO’s one-stop HRIS fits to your specific needs and workflows.
Through powerful technology, automation, data and analytics, ELMO Software empowers HR professionals to play an integral role in company decision making.
- Job Type: Permanent - Full Time
Location: Sydney
Job Category: HR & Recruitment, IT, Other - Life & Culture…
Benefits
- Hybrid work set up
- Paid Parental leave - 12 weeks primary, 6 weeks secondary
- Birthday leave, YOU day each year, as well as connecting people leave (up to 2 weeks working from anywhere)
- Inhouse Learning and Development initiatives
- ELMO Social and Diversity clubs
- Wellbeing initiatives
- Mental Health/EAP programs
- Flare Benefits (great discounts, novated leasing, salary sacrifice)
Our Values
- Reimagine What's Possible - We believe innovation is human at its core.
By staying open, fearless, and adaptive, we continuously push boundaries - while keeping people at the heart of everything we do.
- Obsess over Customers – Everything we do is designed to positively impact our customers.
- Help Others Thrive - Be they colleagues, communities or customers, we champion ways to help others thrive.
- Be Fearlessly Optimistic - We bring unwavering positivity to any challenge, as we know it will drive meaningful change.
Job Description
About the Opportunity...
ELMO Software is looking for a customer-focused
Support Consultant – Payroll to help our customers diagnose and resolve payroll system issues across the ELMO software suite.
This role is ideal for someone with strong, hands-on experience in
Australian and/or New Zealand payroll who can combine payroll knowledge with structured problem-solving and clear communication.
You’ll investigate customer cases, explain solutions simply, and help customers navigate payroll processes with confidence.
- What You’ll Do
- Provide knowledgeable, timely and customer-focused support for payroll system issues.
- Investigate, troubleshoot and triage payroll cases, identifying root causes and practical workarounds.
- Explain payroll functionality and resolutions clearly to non-technical audiences.
- Manage customer cases in line with agreed priorities, processes and service levels.
- Accurately document customer questions, investigation steps, resolutions and follow-up actions in the ticketing system.
- Escalate complex or recurring issues to the appropriate internal teams.
- Work closely with Product on recurring issues, enhancements, bug fixes and long-term solutions.
- Contribute to payroll support resources and knowledge articles to improve the customer experience.
- Identify opportunities to improve support workflows, processes and product outcomes.
- Desired Skills And Experience
- What you’ll bring
- Must Have
- Demonstrated professional experience working with Australian and/or New Zealand payroll processes.
- Experience supporting, administering or troubleshooting a payroll system.
- Strong understanding of payroll functionality and the ability to apply that knowledge when investigating customer issues.
- Strong analytical and problem-solving skills, with a structured approach to diagnosis and resolution.
- Excellent written and verbal communication skills, including the ability to explain complex payroll concepts clearly.
- Confidence managing customer cases, service level expectations and ticketing systems.
- A customer-focused mindset and commitment to accurate, useful documentation.
- Nice To Have
- Experience supporting payroll software in a Saa S, HR technology or payroll technology environment.
- Experience working with software support, service desk or customer success teams.
- Exposure to payroll compliance requirements across Australia and/or New Zealand.
- Experience identifying recurring issues and contributing to product or process improvements.
ELMO Software Pty Ltd is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team - a commitment reflected in our Reconciliation Action Plan
As the first software company in Australia and New Zealand to achieve ISO 42001:2023 Certification, we're passionate about responsible, secure and safe AI.
Key to this role is an awareness of data privacy and security, as you'll be working with sensitive employee data in accordance with our ISO 27001:2022 Certified security policies.
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Support Consultant in Sydney 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.
