Support Consultant - Human Capital Management

• Be the first point of contact for customers using Fusion5's Human Capital Management (HCM) solutions, including PayGlobal and Jade Star 
• Bring a real passion for software and the tenacity to see every customer issue through 
• Join a supportive trans-Tasman team and build a long-term career in support 

Love software? Make it work for our customers. Go beyond with Fusion5. 

 At Fusion5, we're not just technology partners - we're Transformation Partners. Across Australia and New Zealand, we help organisations go beyond individual platforms to design and deliver connected, future-ready solutions that create real business impact. 
 
Our Human Capital Management (HCM) team helps customers get the most out of the systems they use to manage and pay their people. We're looking for a Support Consultant in Wellington who enjoys working with customers and with software. You'll be curious about how our products work, and you'll care about making sure every customer leaves the conversation better off. 
 
This isn't a stepping-stone role. It's for someone who sees customer support as a craft and wants to get really good at it. You'll be the person customers talk to first, often when they're under pressure with a payroll deadline, so you'll need to be confident on the phone, clear in writing, and calm when things get tricky. You'll own cases from the first call through to closure. Some issues won't have an obvious answer, so you'll need the dedication and tenacity to keep pushing, keep investigating and keep the customer informed until the problem is solved. You'll work closely with our HCM team across New Zealand and Australia on the trickier issues, and help us spot patterns so recurring problems get fixed at the source. 

What You'll Do 
You'll be trusted to look after our customers and make sure every support interaction builds their confidence in Fusion5. This includes: 

• Acting as the first point of contact for customer enquiries across phone, email and our support portal. 
• Handling difficult conversations and complaint emails with professionalism and empathy, and turning frustrated customers into confident ones. 
• Logging, triaging and prioritising incidents based on urgency and business impact, and capturing the right details from the start. 
• Troubleshooting technical and functional issues using knowledge bases, diagnostic tools and established procedures. 
• Owning cases from start to finish. That means following up and chasing answers so nothing stalls, and confirming the customer is happy before you close anything off. 
• Working within SLAs and escalating urgent or complex issues with clear context, so the next person can pick them up and run. 
• Working with internal teams on multi-layered investigations and taking part in root cause analysis to prevent repeat incidents. 
• Building deep knowledge of our HCM products, including PayGlobal and Jade Star, and staying across releases and system changes, so you become someone customers and colleagues rely on. 
• Documenting troubleshooting steps and outcomes, and contributing to knowledge base articles that help the whole team. 

 
What You'll Bring 
This role suits someone who enjoys working with people, loves solving problems and takes pride in sticking with a customer until the job is done. You'll have: 

• Solid experience in a customer-facing support role, ideally in software or a technology environment. You're comfortable on the phone with customers and confident replying to a complaint. 
• A real interest in software, and the motivation to master the products you support. 
• Dedication and tenacity. You don't give up when an issue gets tricky. 
• A methodical approach to troubleshooting, and the ability to break a problem down to find its root cause. 
• Experience managing enquiries across multiple channels and resolving incidents within agreed SLAs. 
• Exposure to ticketing, CRM or service management tools. 
• Strong written and verbal communication skills, including the ability to explain technical information clearly to non-technical users. 
• Experience with MYOB PayGlobal, Jade Star or other HCM, payroll or time and attendance systems. This is highly regarded, but not essential if you're a quick learner. 
• A degree in IT, Business or a related field, or equivalent work experience. An ITIL Foundation or similar certification is a bonus. 

Please note this role is based in Wellington, and only candidates with current and unrestricted rights to work in New Zealand can be considered. 
 
What's in it for you? 
"Go Beyond" isn't a marketing line at Fusion5 - it's the standard we hold ourselves to. For our HCM team, that means making sure customers can rely on us to resolve issues quickly and help them get real value from their HCM investment. 
 
At Fusion5, you'll have the backing of an established trans-Tasman organisation, a team that shares knowledge freely, and the opportunity to work alongside people who care about outcomes, not just output. We're proud to be a diverse, inclusive and forward-thinking employer. We're committed to creating a workplace where our people feel engaged, challenged, supported and successful. Alongside this, we offer: 

• A collaborative, down-to-earth culture where people enjoy working together. 
• Flexible working arrangements and a strong focus on work-life balance. 
• Birthday leave, volunteer days and regular social events. 
• Opportunities to deepen your product expertise and grow within support, with clear development plans. 

 
If you love working with customers, enjoy getting to the bottom of a tricky issue and want to build a career in support - even if you don't tick every box - we'd love to hear from you. Apply today.