HCM Support Consultant — Customer-First Problem Solver

Fusion5; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Birthday leave

Volunteer days

Flexible working

Career development plans

Social events

Job summary

Fusion5 is seeking a Support Consultant in Melbourne to be the first point of contact for customers using HCM solutions. You’ll log, triage and resolve incidents, explain complex concepts in plain language, and own cases from start to finish.

You’ll collaborate with HCM and technical teams to prevent recurring issues and improve the knowledge base. You’ll work across phone, email and our support portal, ensuring issues are resolved within SLAs and delivering a high-quality customer experience.

Qualifications

• Experience in a customer support, service desk or helpdesk role.
• Ability to troubleshoot and identify root causes.
• Experience across multiple channels with SLAs.
• Exposure to ticketing, CRM or service management tools.
• Strong written and verbal communication.
• ITIL Foundation or equivalent is a bonus.
• Current rights to work in Australia.

Responsibilities

• Be the first point of contact for customer inquiries via phone, email, and portal.
• Log, triage and prioritise incidents based on urgency and impact.
• Troubleshoot technical and functional issues using knowledge bases.
• Own cases from start to finish and update customers on progress.
• Escalate urgent or complex issues with clear context.
• Collaborate with internal teams on investigations and root cause analysis.
• Document steps and contribute to knowledge base articles.
• Identify recurring issues and suggest improvements.
• Stay current with product changes and assist testing of new tools.

Skills

Customer support

Problem solving

Clear communication

Education

Degree in IT / CS / Business or related field

Tools

CRM tools

Ticketing systems

Service management

Job description

Fusion5 is seeking a Support Consultant in Melbourne to be the first point of contact for customers using HCM solutions. You’ll log, triage and resolve incidents, explain complex concepts in plain language, and own cases from start to finish.

You’ll collaborate with HCM and technical teams to prevent recurring issues and improve the knowledge base. You’ll work across phone, email and our support portal, ensuring issues are resolved within SLAs and delivering a high-quality customer experience.