Support Consultant – Human Capital Management

Fusion5; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Birthday leave

Volunteer days

Flexible working

Career development plans

Social events

Job summary

Fusion5 is seeking a Support Consultant in Melbourne to be the first point of contact for customers using HCM solutions. You’ll log, triage and resolve incidents, explain complex concepts in plain language, and own cases from start to finish.

You’ll collaborate with HCM and technical teams to prevent recurring issues and improve the knowledge base. You’ll work across phone, email and our support portal, ensuring issues are resolved within SLAs and delivering a high-quality customer experience.

Qualifications

• Experience in a customer support, service desk or helpdesk role.
• Ability to troubleshoot and identify root causes.
• Experience across multiple channels with SLAs.
• Exposure to ticketing, CRM or service management tools.
• Strong written and verbal communication.
• ITIL Foundation or equivalent is a bonus.
• Current rights to work in Australia.

Responsibilities

• Be the first point of contact for customer inquiries via phone, email, and portal.
• Log, triage and prioritise incidents based on urgency and impact.
• Troubleshoot technical and functional issues using knowledge bases.
• Own cases from start to finish and update customers on progress.
• Escalate urgent or complex issues with clear context.
• Collaborate with internal teams on investigations and root cause analysis.
• Document steps and contribute to knowledge base articles.
• Identify recurring issues and suggest improvements.
• Stay current with product changes and assist testing of new tools.

Skills

Customer support

Problem solving

Clear communication

Education

Degree in IT / CS / Business or related field

Tools

CRM tools

Ticketing systems

Service management

Job description

• Be the first point of contact for customers using Fusion5's Human Capital Management (HCM) solutions
• Bring a real passion for software and the tenacity to see every customer issue through to resolution
• Build a long-term career in support with a Melbourne team that values expertise

Solve problems, support people. Go beyond with Fusion5.

At Fusion5, we're not just technology partners - we're Transformation Partners. Across Australia and New Zealand, we help organisations go beyond individual platforms to design and deliver connected, future-ready solutions that create real business impact.

Our Human Capital Management (HCM) team helps customers get the most out of the systems they use to manage and pay their people. We're looking for a Support Consultant in Melbourne to help our customers resolve issues quickly, use their HCM solutions with confidence, and have a great experience every time they contact us.

You’ll be the person customers talk to first, so you’ll need to be as comfortable explaining things in plain language as you are digging into the technical detail. You’ll own cases from the first call through to closure. You’ll also work with our wider HCM and technical teams on the trickier issues, and help us spot patterns so recurring problems get fixed at the source.

What You’ll Do

You’ll be trusted to look after our customers and make sure every support interaction builds their confidence in Fusion5. This includes:

• Acting as the first point of contact for customer enquiries across phone, email and our support portal.
• Logging, triaging and prioritising incidents based on urgency and business impact, and capturing the right details from the start.
• Troubleshooting technical and functional issues using knowledge bases, diagnostic tools and established procedures.
• Owning cases from start to finish, keeping customers updated on progress and next steps, and confirming they’re happy before you close anything off.
• Working within SLAs and escalating urgent or complex issues with clear context, so the next person can pick them up and run.
• Working with internal teams on multi-layered investigations and taking part in root cause analysis to prevent repeat incidents.
• Documenting troubleshooting steps and outcomes, and contributing to knowledge base articles that help the whole team.
• Spotting recurring issues, process gaps or bottlenecks, and suggesting practical improvements.
• Keeping up to date with product and system changes, and helping test and adopt new tools and processes.

What You’ll Bring

This role suits someone who enjoys solving problems and takes pride in looking after customers well. You’ll have:

• Experience in a customer support, service desk or helpdesk role, ideally in IT, software or a technology-enabled environment.
• A methodical approach to troubleshooting, and the ability to break a problem down to find its root cause.
• Experience managing enquiries across multiple channels and resolving incidents within agreed SLAs.
• Exposure to ticketing, CRM or service management tools.
• Strong written and verbal communication skills, including the ability to explain technical information clearly to non-technical users.
• A patient, professional manner, especially when things get challenging.
• Experience with HCM, payroll or time and attendance systems. This is highly regarded, but not essential if you’re a quick learner.
• A degree in IT, Computer Science, Business or a related field, or equivalent work experience. An ITIL Foundation or similar service management certification is a bonus.

Please note this role is based in Melbourne, and only candidates with current and unrestricted rights to work in Australia can be considered.

What’s in it for you?

"Go Beyond" isn’t a marketing line at Fusion5 - it’s the standard we hold ourselves to. For our HCM team, that means making sure customers can rely on us to resolve issues quickly and help them get real value from their HCM investment.

At Fusion5, you’ll have the backing of an established trans-Tasman organisation, a team that shares knowledge freely, and the opportunity to work alongside people who care about outcomes, not just output. We’re proud to be a diverse, inclusive and forward-thinking employer. We’re committed to creating a workplace where our people feel engaged, challenged, supported and successful. Alongside this, we offer:

• A collaborative, down-to-earth culture where people enjoy working together.
• Flexible working arrangements and a strong focus on work-life balance.
• Birthday leave, volunteer days and regular social events.
• Opportunities for professional growth with clear development plans.

If you’re a customer-focused problem-solver who enjoys getting to the bottom of an issue and leaving people better off than you found them - even if you don’t tick every box - we’d love to hear from you.