Support Consultant

ELMO; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

ELMO Software Pty Ltd is seeking a customer-focused Support Consultant – Payroll to help customers diagnose and resolve payroll system issues across the ELMO software suite.

Ideal candidates have hands-on experience with Australian and/or New Zealand payroll, strong problem-solving skills and clear communication to non-technical users. This is a fast-paced SaaS role with a focus on delivering excellent payroll support.

Qualifications

• Experience with Australian and/or New Zealand payroll processes.
• Experience supporting or troubleshooting a payroll system.
• Strong understanding of payroll functionality.
• Analytical and problem-solving skills with structured diagnosis.
• Excellent written and verbal communication.
• Confident managing customer cases and SLAs.
• Customer-focused documentation.

Responsibilities

• Provide knowledgeable, timely payroll support for system issues.
• Investigate, troubleshoot and triage payroll cases.
• Explain payroll functionality to non-technical users.
• Document questions, steps and resolutions in the ticketing system.
• Escalate complex issues to internal teams.
• Collaborate with Product on recurring issues and improvements.
• Contribute to payroll knowledge resources.
• Identify opportunities to improve support workflows and product outcomes.

Skills

Payroll processing

Australian payroll

New Zealand payroll

Troubleshooting

Customer communication

Documentation

Ticketing systems

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-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 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.

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.