Payroll Support Consultant (AU/NZ) – SaaS HR Tech

ELMO; Australia; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Paid parental leave

Birthday leave

In-house learning and development

Mental health/EAP programs

Salary sacrifice/novated leasing

Job summary

ELMO Software is seeking a customer-focused Support Consultant – Payroll to assist our Australian and New Zealand clients in diagnosing and resolving payroll issues across the ELMO suite. You’ll combine payroll expertise with clear communication to guide customers through complex processes.

In this role you’ll investigate cases, document steps and resolutions, collaborate with Product on improvements, and contribute to knowledge resources, while maintaining service levels and a proactive,

Qualifications

• Experience with Australian and/or New Zealand payroll.
• Experience supporting payroll systems.
• Ability to explain payroll concepts clearly.
• Strong written and verbal communication skills.
• Customer-focused mindset and documentation discipline.

Responsibilities

• 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 priorities and service levels.
• Accurately document customer questions, investigation steps, resolutions and follow-up actions.
• Escalate complex issues to internal teams when needed.
• Collaborate with Product on recurring issues, enhancements and fixes.
• Contribute to payroll support resources and knowledge articles.

Skills

Payroll troubleshooting

Analytical thinking

Customer communication

Ticketing systems

Documentation

Tools

Payroll software

SaaS HR system

Ticketing system

Job description

ELMO Software is seeking a customer-focused Support Consultant – Payroll to assist our Australian and New Zealand clients in diagnosing and resolving payroll issues across the ELMO suite. You’ll combine payroll expertise with clear communication to guide customers through complex processes.

In this role you’ll investigate cases, document steps and resolutions, collaborate with Product on improvements, and contribute to knowledge resources, while maintaining service levels and a proactive,