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Technical Support Consultant

10/06/2025
01/09/2025
Permanent - Full Time
Melbourne or Sydney
Call Centre and Customer Service,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
  • Paid Parental leave - 12 weeks primary, 6 weeks secondary
  • 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
  • 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..

The Support Consultant plays a vital role in ensuring client success by providing in-depth application support across ELMO’s HR software modules. Reporting to the Support Manager, you’ll troubleshoot complex software behaviours and help clients maximise the value of their ELMO solution—contributing to high customer satisfaction and smooth system performance.

 

What You'll Do

  • Provide Level 2 support for ELMO’s cloud-based HR software modules, focusing on system behavior, functionality, and integration-related issues.
  • Diagnose and troubleshoot complex technical problems, especially those involving APIs, data flows, and cloud interactions (e.g., AWS).
  • Respond to client queries via support channels—email, tickets, and calls when needed—ensuring timely and clear communication.
  • Work collaboratively with internal teams including Support Leads, DevOps, Product, and Implementation to resolve client issues.
  • Escalate Level 3 issues to development teams with comprehensive diagnostic documentation.
  • Maintain accurate internal records by clearly documenting your troubleshooting process for knowledge sharing and future reference.
  • Contribute to the continuous improvement of our support processes, tools, and knowledge base content.
  • Assist with user acceptance testing (UAT) and gather customer feedback to support product enhancements and usability.

Desired Skills and Experience

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

  • A positive and curious mindset, with a genuine interest in how software works and a desire to help others use it with confidence
  • Strong English communication skills, both written and verbal, with the ability to explain technical concepts clearly to both technical and non-technical audiences
  • Experience in software, SaaS, or application support, ideally in a customer-facing role where empathy, clarity, and problem-solving matter
  • A customer-focused approach, with a strong interest in solving problems, delivering high-quality support, and creating positive user experiences
  • A collaborative mindset, with confidence working across teams and sharing ideas to achieve common goals
  • Solid problem-solving and troubleshooting skills, with great attention to detail
  • Familiarity with (or interest in learning) technical concepts like APIs, integrations, and cloud environments

 

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.

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