Support Consultant

ELMO Software

Melbourne

On-site

AUD 80,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Paid parental leave

Birthday leave

In-house learning and development initiatives

Mental health/EAP programs

Job summary

A leading HR technology company based in Melbourne is seeking a Support Consultant to provide Level 2 support for its HR software. The ideal candidate will have strong communication skills and a customer-focused approach to troubleshooting technical problems. This role offers a full-time position in a collaborative environment, providing opportunities for growth and professional development.

Qualifications

Experience in software, SaaS, or application support ideally.
Ability to explain technical concepts to diverse audiences.
Collaborative mindset and attention to detail.

Responsibilities

Provide Level 2 support for HR software modules.
Diagnose and troubleshoot complex technical problems.
Respond to client queries via support channels.

Skills

Positive mindset

Strong English communication skills

Experience in software application support

Customer-focused approach

Problem-solving skills

Familiarity with APIs and cloud environments

Job description

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ELMO Software is a leading provider of HR technology solutions serving 2,000+ mid-sized organizations and over one million end users across Australia, New Zealand and the UK. Our ISO-certified solutions cover the entire employee lifecycle, empowering HR professionals to manage their workforce and contribute to strategic decision-making. Our purpose is to unleash the impact of HR. ELMO's one-stop HRIS adapts to your needs, providing automation, data analytics, and seamless integration into existing processes. Join us to transform HR practices with cutting-edge technology.

Life & Culture

At ELMO, you’ll join a collaborative, authentic, and vibrant work environment where creativity thrives. As an ELMOnian, you’ll be supported to grow personally and professionally, challenged to push your boundaries, and celebrated for your contributions. We offer a fulfilling workplace experience and opportunities to advance your career.

Benefits include:

Paid Parental leave – 12 weeks primary, 6 weeks secondary
Birthday leave, YOU day each year, and “connection leave” (up to 2 weeks working from anywhere)
Inhouse Learning and Development initiatives
ELMO Social and Diversity clubs
Mental Health/EAP programs
Flare Benefits (discounts, novated leasing, salary sacrifice)

Our values:

Obsess over customers – Everything we do positively impacts our customers
Help others thrive – We champion ways to help colleagues, communities, and customers thrive
Seek out different – We innovate, challenge the status quo, and defy barriers
Be fearlessly optimistic – We bring positivity to drive meaningful change

About the opportunity

The Support Consultant plays a vital role in client success by providing in-depth application support across ELMO’s HR software modules. Reporting to the Support Manager, you’ll troubleshoot complex software behaviours and help clients maximise the value of their ELMO solution.

What you’ll do

Provide Level 2 support for ELMO’s cloud-based HR software modules, focusing on system behavior, functionality, and integration-related issues.
Diagnose and troubleshoot complex technical problems, especially APIs, data flows, and cloud interactions (e.g., AWS).
Respond to client queries via support channels (email, tickets, and calls) with timely and clear communication.
Collaborate with internal teams including Support Leads, DevOps, Product, and Implementation to resolve client issues.
Escalate Level 3 issues to development teams with comprehensive diagnostic documentation.
Maintain accurate internal records by documenting troubleshooting processes for knowledge sharing.
Contribute to continuous improvement of support processes, tools, and knowledge base content.
Assist with user acceptance testing (UAT) and gather customer feedback to support product enhancements.

What we would like you to bring

A positive and curious mindset with an interest in how software works and helping others use it confidently
Strong English communication skills, written and verbal, able to explain technical concepts to technical and non-technical audiences
Experience in software, SaaS, or application support, ideally in a customer-facing role with empathy, clarity, and problem-solving
A customer-focused approach with a passion for solving problems and delivering high-quality support
A collaborative mindset and confidence in cross-team collaboration
Solid problem-solving and troubleshooting skills with attention to detail
Familiarity with or willingness to learn APIs, integrations, and cloud environments

Apply now and be part of the team shaping the future of work at ELMO!

Note: ELMO Software Pty Ltd is an equal opportunity employer and we encourage applicants from diverse backgrounds to join our team. We are committed to reconciliation through our Reflect Reconciliation Action Plan (RAP).

We are passionate about empowering HR with responsible, secure and safe AI, aiming to be among the first in Australia and New Zealand to achieve ISO 42001:2023 certification. Handling sensitive employee data necessitates strict adherence to our ISO 27001:2022 Certified security policies.

Seniority level