Technical Support Consultant

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 roleMake an impact through exceptional technical supportELMO is looking for a Technical Support Consultant to provide expert technical support across our customer base. You’ll use your product expertise and advanced troubleshooting skills to manage complex issues, recommend practical solutions and deliver a consistently high standard of service.
This is an opportunity to play an important role in helping customers succeed while also contributing to product, process and knowledge improvements across the support team.
What you’ll doProvide expert-level support for complex technical issues across the ELMO software suite.Investigate, troubleshoot and triage complex problems, including developing workaround solutions where needed.Work closely with the Product team on long-term fixes, enhancements and bug resolution.Build trusted customer relationships by delivering timely, clear and high-quality resolutions in line with service level agreements.Document problems, actions and resolutions accurately in the ticketing system.Contribute to and maintain the internal knowledge base to help improve first-contact resolution.Capture and communicate customer feedback to support product improvements.Identify opportunities to improve support workflows, processes and the customer experience.Participate in user acceptance testing for new product releases and system updates.Maintain strong product and domain knowledge while complying with ELMO’s information security and privacy policies.
What you’ll bringAdvanced technical troubleshooting skills, ideally gained in a SaaS, HR or payroll technology environment.Excellent written and verbal communication skills.The ability to explain complex technical concepts clearly to non-technical audiences.Strong analytical and problem-solving skills, with a structured approach to diagnosis and resolution.Experience diagnosing issues related to web technologies such as HTML, JavaScript or APIs is highly desirable.A customer-focused mindset and the ability to collaborate effectively with Support, Product, Business Development, Account Management, Implementation and Training teams.A commitment to clear, accurate and useful documentation.

Some of our benefits include:
Hybrid work set upPaid Parental leaveBirthday leave, YOU day each year, as well as connecting people leave (up to 2 weeks working from anywhere)Inhouse Learning and Development initiativesELMO Social and Diversity clubsWellbeing initiativesMental Health/EAP programsBoost 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.