Senior Software Support Consultant

Introduction:

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

Some of our benefits include:

Hybrid work setup (2x a week - One Ayala Makati)

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

Quarterly meet ups

Birthday leave and YOU day

Mental Health/EAP programs

Work peripheral

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.

Description:

About the Opportunity...

We're looking for a Senior Support Consultant to join our dynamic Support team This role focuses on providing software support for ELMO's HR module, helping our customers get the best out of our solutions.

As a key member of the team, you'll act as the go-to expert for complex customer queries, guiding users through challenges and ensuring a seamless experience. You'll be supporting external customers, resolving escalations, sharing insights, and helping improve how we deliver support across the business. If you have a passion for helping people, strong communication skills, and enjoy solving technical problems, you'll feel right at home here at ELMO.

What you'll do...

Act as the primary point of contact for complex and escalated support cases related to ELMO's HR software.

Handle ticket triage, prioritisation, and escalation management to ensure efficient and timely resolutions.

Collaborate with cross-functional teams to identify root causes and provide practical, customer-friendly solutions.

Coach and mentor other team members, helping lift capability and knowledge across the Support team.

Maintain clear documentation and contribute to our knowledge base (Zendesk, Jira, Confluence) to drive continuous improvement.

Participate in UAT and product enhancement feedback to improve the HR module experience for customers.

Champion ELMO's customer-first approach by communicating with empathy, professionalism, and positivity at all times.

Skills and Experiences:

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, escalation handling, and Level 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