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! 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! Hybrid work set up Paid Parental leave - 12 weeks primary, 6 weeks secondary Birthday leave, YOU day each year, as well as connecting people leave (up to 6 weeks working from anywhere) Inhouse Learning and Development initiatives ELMO Social and Diversity clubs Wellbeing initiatives such as boot camp, yoga etc. Mental Health/EAP programs Flare Benefits (great discounts, novated leasing, salary sacrifice) 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. Please note: Our internal Talent Acquisition team has got this covered, we’re not open to using an agency for this role. Job Description About the Opportunity We’re looking for a Support Consultant to help our clients get the best out of the ELMO HR solution. If you enjoy solving problems, talking to customers, and working with technology, this could be a great next step. What you’ll do Build an in-depth knowledge of all ELMO systems Answer client calls and emails and provide timely responses Configure databases underpinning the ELMO solution based on identified client needs Provide systems-related troubleshooting for internal and external stakeholders Log, maintain, and document records for all solution-related troubleshooting (technical queries, user errors, configuration errors) Provide Level 1 support: gather information, classify issues (technical queries, user error, configuration errors, system bugs) and troubleshoot where possible Provide Level 2 support: identify underlying causes of more complex issues and resolve basic technical issues (e.g., configuration errors) where possible Escalate Level 3 issues (system bugs) to the development team and assist with resolution (provide detailed information, support UAT) Support product evolution by capturing client feedback on potential enhancements and completing UAT for system updates Contribute to maintaining long-term relationships with key client contacts Develop user guides / training manuals for ELMO systems Represent ELMO in all client communications in line with the company’s professional expectations Participate in other activities and projects as assigned Ensure compliance with Information Security and privacy policies and procedures Desired Skills and Experience What we would like to see you bring to the team: Experience in software or application support, ideally within an HR SaaS platform. Strong customer service orientation with excellent written and verbal communication skills. Hands-on experience with ticket triage, system troubleshooting, and Level 1/2 support. Familiarity with Zendesk, Jira, Confluence, and AI tools used in support environments. A proactive problem-solver with a positive attitude and a collaborative spirit. Ability to translate technical details into clear, simple language for non-technical users. A continuous improvement mindset — always looking for ways to enhance our support processes and knowledge sharing. Apply now and be part of the team shaping the future of work at ELMO! ELMO Software Pty Ltd is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team. We are also committed to advancing reconciliation at ELMO through our Reflect Reconciliation Action Plan (RAP) . At ELMO, we are passionate about empowering HR with responsible, secure and safe AI, aiming to be among the first in Australia and New Zealand to achieve ISO 42001:2023 certification. Handling sensitive employee data necessitates strict adherence to our ISO 27001:2022 Certified security policies, making data privacy and security paramount in every role.
