Support Consultant - Payroll Software

The key to this function is communication, understanding the ELMO HR/Payroll solutions and supporting ELMO clients who use our solutions. 

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 Payroll 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. 

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

  • Experience in HR or HRIS or Payroll
  • 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/Payroll 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

Become an ELMOnian and enjoy the benefits!

Join us on our journey and enjoy the benefits of working in the heart of the Sydney CBD, in our brand-new office equipped with Meditation, Yoga, and Cafe facilities (including free barista-made coffee and morning tea), or take a breather with colleagues for a game of pool or table-tennis at your leisure. Reap the benefits of regular training and self-improvement programs, in a friendly and open environment.

ELMO Software Limited is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team. Key to this role is an awareness of data privacy and security as you will be dealing with sensitive employee data in accordance with ELMO ISO 27001 Certification Standards and Policies.

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