Support Consultant - Payroll

As a Technical Support Consultant you will demonstrate great client support, be a strong team player, become proficient with our HR/Payroll solutions and share ways to innovate the solutions. Success in this function can see other job opportunities open up to you within the Client Services division. 

In joining our Technical Support team, you will be responsible for:

  • Gaining an in-depth knowledge of all ELMO solutions 
  • Answering client's calls and emails 
  • Systems-related troubleshooting for both internal and external stakeholders 
  • Logging and maintaining records of all solution-relating troubleshooting (technical queries, user errors, configuration errors) 
  • Maintaining all records associated with the troubleshooting of ELMO solutions 
  • Providing level 1 support by gathering information to determine the issue, classifying the issue (technical queries, user error, configuration errors, system bugs) and (where possible) directly troubleshooting issues 
  • Providing level 2 support by determining the underlying cause of more complex issues and (where possible) resolving basic technical issues (e.g. configuration errors) 
  • Escalating level 3 support issues (systems bugs) to the development team and assisting in the resolution (provide detailed information, user acceptance testing) 
  • Supporting the evolution of ELMO solution by capturing client feedback about potential enhancements and completing user acceptance testing for system updates 
  • Contributing in maintaining long term relationships with key client contacts 
  • Development of user guides for ELMO systems 
  • Representing ELMO Talent in all client communications in a manner befitting the Company's professional expectations. 

 Desired Skills and Experience

Some of the skills and qualifications that will make you a success in this role:

  • Qualifications in Computer Science or Human Resources disciplines preferred
  • Experience in Payroll Software support OR Payroll execution experience
  • Excellent communication skills (both written and verbal) to suit a wide range of people and contexts 
  • Strong technical capability with a keen interest in HR technology 
  • The ability to digest technical information and relay this to non-technical people 
  • Customer service ethic and focus that are client-driven 
  • Dedicated team player, with an ability to work autonomously 
  • Performance - and solutions-oriented

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