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Support Consultant

16/04/2025
17/05/2025
Permanent - Full Time
Manila
HR & Recruitment,IT,Other
 

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

Some of our benefits include:

  • Hybrid work set up
  • 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 dependent
  • Group Life Insurance
  • Rice/travel allowance (for roles that are hybrid)
  • Quarterly meet ups
  • Birthday leave and YOU day
  • Mental Health/EAP programs

Our values:

  • 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
  • Seek out different - We constantly look to innovate, challenge the status quo and defy barriers
  • 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…

Reporting to the Team Leader,Support - Payroll,the Support Consultant is expected to manage and document the configuration of the ELMO solution, and to assist in systems-related troubleshooting both internal and external. This will include receiving calls and email enquiries from ELMO clients. The consultant will log the enquiry in a ticketing system and answer to the clients in a timely manner. In addition, the coordinator will train users and client’s solutions administrators, as well as writing quick reference guides and manuals.

 

The core role of the Support Consultant - ELMO includes but not limited to:

  • Gaining an in-depth knowledge of all ELMO systems
  • Answering client’s calls and emails
  • Configuration of databases underpinning ELMO solution according to identified client needs
  • 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
  • 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 causeof more complexissues and (where possible)resolving basic technicalissues (e.g. configuration errors)
  • Escalating level 3 support issues(systems bugs) to the development team and assisting in the resolution (provide detailed information, UAT)
  • Supporting the evolutionof ELMO by capturing clientfeedback about potential enhancements and completing UAT for system updates
  • Contributing in maintaining long term relationships with key client contacts
  • Development of user guides / training manuals for ELMO systems
  • Representing ELMO and ELMO Softwarein all client communications in a manner befitting the Company’s professional expectations
  • Participating in and delivering outcomesfor such other activities and projects as may from time to time be assigned.
  • Ensure compliance with ELMO’s information security privacy policies and procedures

Desired Skills and Experience

What we would like you to bring to the team...

  • Relevant undergraduate qualifications (Computer Science, IT, Business Systems, etc.), software industry experience or domain specific experience required
  • Excellent communication skills (both writtenand verbal) to suit a wide rangeof people and contexts
  • Strong technical capability with a keen interest in HR technology
  • The ability to comprehend technical information and effectively communicate this to non-technical people
  • Strong customer service skills and customer centric focus
  • Dedicated team player, with an ability to work autonomously
  • Performance and solutions-oriented
  • Experience with HRIS, Payroll or Workforce Management systems particularly with AU/NZ companies are highly regarded

 

Benefits:

  • Hybrid work set up
  • 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 dependent
  • Group Life Insurance
  • Rice/travel allowance (for roles that are hybrid)
  • Quarterly meet ups
  • Birthday leave and YOU day
  • Mental Health/EAP programs

 

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’s ISO27001:2022 Certified security policies and practices.

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