Our Why Datacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives and help organisations use the power of tech to innovate and grow. About the Role (your why) We are seeking a knowledgeable and customer-focused Payroll Software Support Consultant to join our dynamic team. As a Payroll Software Support Consultant, you will be responsible for providing exceptional technical support and guidance to our clients utilising our payroll software solutions. You will play a crucial role in ensuring our clients maximise the benefits of our software and resolve any issues or inquiries they may encounter. Over the past two decades, Datacom has made significant investments in the development and expansion of SaaS products, catering to customer and community engagement, employee management, and operational oversight through our Datascape ERP solution; a modern, cloud-based ERP software suite designed specifically for the unique needs of local government in Australia and New Zealand as well as notable brands that include Datapay and Smartly in the Enterprise and SME payroll and HR spaces respectively. Datacom is more than a Managed Services provider. We're a leading SaaS Product House , innovating alongside International players. What you'll do Serve as the primary point of contact for clients seeking assistance with our payroll software solutions via phone, email, or ticketing system. Provide timely and effective technical support to troubleshoot and resolve software-related issues, including payroll processing, tax calculations, reporting, and system integration. Conduct thorough analysis and diagnostic testing to identify the root cause of client issues, utilising problem-solving skills and technical expertise. Guide clients through software configurations, upgrades, and enhancements to optimise system performance and functionality. Document and maintain accurate records of client interactions, including issue resolution steps and recommendations, in the support ticketing system. Collaborate with cross-functional teams, including software development and product management, to escalate and resolve complex client issues and contribute to ongoing product improvement efforts. Deliver comprehensive training sessions and user guidance to clients to enhance their proficiency in utilising our payroll software solutions effectively. What you'll bring Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field. Proven experience 2/3 years in a technical support role, preferably within the payroll software industry or related field. Strong understanding of payroll processes, tax regulations, and compliance requirements. Proficiency in troubleshooting and diagnosing software-related issues, with experience in software debugging tools and methodologies. Excellent communication skills, with the ability to effectively articulate technical concepts to clients of varying technical backgrounds. Exceptional customer service skills and a commitment to delivering a positive support experience. Ability to work independently and collaboratively in a fast-paced, dynamic environment. Relevant certifications (e.g., CPP - Certified Payroll Professional) are a plus. Why join us here at Datacom? Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You'll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment. We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities. We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.
