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Application Support Consultant - HR SoftwareELMO Software Limited
ELMO Software is one of the fastest-growing technology companies in Australia and New Zealand. Since being founded in 2002, ELMO has gone on to become an ASX300 company with offices across Australia, New Zealand and the United Kingdom. ELMO has evolved over time and now offers a solution for the end-to-end management of people, processes and pay in an all-in-one cloud-based platform.
We are continually expanding through exciting acquisitions and are searching for the brightest talent to join our high-growth organisation. Job Description This very diverse Software Support role is will see the incumbent busy providing support triage to our customers, manage and document the configuration of the Software products, train the product users and client solutions administrators and write quick reference guides and manuals. There will also be an opportunity to learn ELMO’s broader product suite and participate in adhoc project work as needed.
What you will be doing The core role of the Support Consultant includes but is 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). 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 cause of more complex issues and (where possible) resolving basic technical issues (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 evolution of ELMO by capturing client feedback about potential enhancements and completing UAT for system updates. Development of user guides / training manuals for ELMO systems.
Participating in and delivering outcomes for such other activities and projects as may from time to time be assigned. About You Undergraduate Qualification (Computer Science, IT, Business Systems disciplines preferred). Excellent communication skills (both written and verbal) to suit a wide range of people and contexts Strong technical capability with a keen interest in HR or Finance technology The ability to digest technical information and relay this to non-technical people Customer service ethic and focus that are client-driven Dedicated team player, with an ability to work autonomously Performance and solutions-oriented Experience in HR or with HR systems a bonus.
What’s in for you? Ongoing training and career development initiatives all located in Sydney CBD location. This role will allow your voice to be heard and make our un....