Support Consultant

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

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.

Life & Culture...

At ELMO you will be joining an epic team with the opportunity to make a big impact. We foster an authentic, collaborative, fun working environment and being an ELMOnian means you're part of an amazing team that will push you to grow, support you with challenges and allow you to shine. Some of our benefits include:

• Paid Parental leave - 12 weeks primary, 6 weeks secondary
• Birthday leave, YOU day each year, as well as connecting people leave (up to 2weeks working from anywhere)
• Inhouse Learning and Development initiatives
• ELMO Social and Diversity clubs
• 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.

Please note: Our internal Talent Acquisition team has got this covered, we’re not open to using an agency for this role.

Job Description

About the Opportunity...

ELMO Software is looking for a customer-focusedSupport Consultant – Payrollto 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 inAustralian and/or New Zealand payrollwho 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 withAustralian 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 SaaS, 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.

If you’re passionate about technology, enjoy solving problems, and want to make a real impact on how our clients run their people and payroll processes, we’d love to hear from you!

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.