Support Consultant

ELMO Software; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work

Parental leave

Birthday leave

Learning & Development

Social & Diversity clubs

Wellbeing programs

Mental Health/EAP

Flare Benefits

Job summary

ELMO Software is seeking a Customer-focused Support Consultant – Payroll to diagnose and resolve payroll issues across the ELMO software suite for Australian and New Zealand clients. You will combine payroll knowledge with structured problem-solving and clear communication to guide customers through payroll processes.

The role emphasizes hands-on payroll experience, strong analytical skills, and the ability to document cases and resolutions clearly, while contributing to knowledge resources and

Qualifications

• Professional experience with Australian and/or New Zealand payroll.
• Experience supporting or troubleshooting a payroll system.
• Strong understanding of payroll functionality.
• Excellent written and verbal communication.
• Customer-focused mindset with documentation skills.
• Confidence managing customer cases and SLAs.

Responsibilities

• Provide knowledgeable payroll support for system issues.
• Investigate and triage payroll cases, identify root causes.
• Explain payroll functionality to non-technical audiences.
• Manage customer cases per priorities and SLAs.
• Document questions, steps, resolutions in the ticketing system.
• Escalate complex issues to internal teams.
• Work with Product on recurring issues and long-term solutions.
• Contribute to payroll support resources.
• Identify opportunities to improve workflows and product outcomes.

Skills

Payroll troubleshooting

Payroll processes

Customer communication

Analytical problem solving

Documentation & tickets

SLA management

Job description

Who We Are…

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.

Job Type: Permanent - Full Time
Location: Sydney
Job Category: HR & Recruitment,IT,Other

Life & Culture…

Benefits

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

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.