Support Consultant (Payroll Software)

Who we are…Founded in 2002, ELMO Software has established itself as a leading provider of innovative HR technology solutions, proudly serving over 2,000 mid-sized organizations and more than one million end users across Australia, New Zealand and UK. Our comprehensive suite of ISO-certified solutions covers the entire employee lifecycle, empowering HR professionals to effectively manage their workforce and contribute to strategic decision-making.At ELMO, our purpose is to unleash the impact of HR. Designed with flexibility and scalability in mind, ELMO's one-stop HR Information System (HRIS) adapts to your unique needs and workflows, ensuring seamless integration into your existing processes. Leveraging powerful technology, automation, and data analytics, ELMO Software equips organisations with the tools they need to drive efficiency and enhance employee engagement.Join us and be part of a dynamic team dedicated to transforming HR practices through cutting-edge technology!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 doProvide 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.What you’ll bringMust 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.Life & Culture...At ELMO, you’ll join an extraordinary team dedicated to making a significant impact. We cultivate an authentic, collaborative, and vibrant work environment where creativity thrives.As an ELMOnian, you become part of an exceptional community that encourages personal and professional growth. Here, you’ll be supported through challenges, inspired to push your boundaries, and celebrated for your contributions.Join us to not only advance your career but also to enjoy a fulfilling and enjoyable workplace experience!Some of our benefits include:Hybrid setup Annual paid vacation leaves (accrual)Annual paid sick leaves (accrual)10 Filipino Public Holidays (accrual if you had to work you can use it later on!)HMO provided for you and 1 free dependentGroup life insuranceQuarterly meet upsBirthday leave and YOU dayMental Health/EAP programsWork peripheralOur 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.If you’re passionate about technology, enjoy solving problems, and want to make a real impact on how our clients run their people and payroll processes, we’d love to hear from you!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.