Support Consultant (SaaS)

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 organizations 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!

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!

About the role

Make an impact through exceptional technical support

ELMO is looking for a Technical Support Consultant to provide expert product support across our SaaS platform and customer base. You’ll use your product knowledge, technical troubleshooting skills and understanding of cloud-based software to investigate complex issues, guide customers to practical solutions and deliver a consistently high standard of service.

This is an opportunity to play an important role in helping customers get the most value from ELMO while contributing to product quality, support processes and the knowledge that enables customers and the wider support team to succeed.

What you’ll do

• Provide expert support for complex issues across the ELMO SaaS suite, including application functionality, configuration, integrations, data and user access.
• Investigate, troubleshoot and triage issues, developing practical workarounds where required.
• Work with Product and Engineering to reproduce defects, communicate customer impact and support long-term fixes and enhancements.
• Accurately document investigations, actions, workarounds and resolutions in the ticketing system.
• Maintain support documentation and the knowledge base to improve self-service and first-contact resolution.
• Share customer feedback and identify opportunities to improve products, processes and the customer experience.

What you’ll bring

• Experience providing technical or product support in a SaaS, cloud software, HR technology or payroll technology environment.
• Advanced troubleshooting skills across application functionality, configuration, integrations and data flows.
• Experience with web technologies such as HTML, JavaScript, APIs or browser developer tools is highly desirable.
• A strong customer focus, with an understanding of responsiveness, ownership, service levels and clear communication in a subscription-based software environment.
• The ability to collaborate effectively with Support, Product, Engineering, Account Management, Implementation and Training teams.

Some of our benefits include:

• Hybrid work set up
• Paid Parental leave
• 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
• Boost employee benefits

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.

Sounds like you? Apply now!

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.