Global Learning Support Specialist

Johnson & Johnson Innovative Medicine; Philippines; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

Johnson & Johnson Innovative Medicine is seeking a Learn First Contact and Resolution Expert (CARE) to provide end-to-end Learn support across regions, ensuring timely responses and resolution of queries. The role emphasizes clear English communication, efficient use of case management tools, and documentation of processes for continuous improvement.

Responsibilities include guiding users through portal processes, maintaining knowledge bases, and collaborating with teams to resolve escalated

Qualifications

• 1 year of work experience in administration support.
• Learning Administration experience is preferred.
• Functional knowledge of learning and HR or talent-related technologies.
• Experience using Service Center/Helpdesk technologies, case management tools, or other customer service software applications.
• Attention to detail and strong analytical, problem-solving, and decision-making skills.

Responsibilities

• Provide end-to-end Learn support globally, ensuring timely, accurate, and complete resolution of queries and select transactional requests.
• Deliver assistance across multiple channels (chat, case management system, and other support media) with 24/5 availability to meet global needs.
• Guide users through system navigation and intake portal processes, empowering them for future self-service.
• Investigate and resolve issues thoroughly, applying risk management principles and adhering to defined SLAs.
• Collaborate with team members and supervisors to escalate and resolve complex cases efficiently.
• Maintain and update knowledge databases to support continuous improvement and knowledge sharing.
• Demonstrate ownership, integrity, and commitment to quality customer service in all interactions.
• Participate in training and workshops to enhance process knowledge and technical skills.

Skills

Attention to detail

Strong written and verbal comms

Problem solving

HRIS knowledge

Customer service software

Tools

Service Center/Helpdesk tools

Case management software

HRIS

Job description

Johnson & Johnson Innovative Medicine is seeking a Learn First Contact and Resolution Expert (CARE) to provide end-to-end Learn support across regions, ensuring timely responses and resolution of queries. The role emphasizes clear English communication, efficient use of case management tools, and documentation of processes for continuous improvement.

Responsibilities include guiding users through portal processes, maintaining knowledge bases, and collaborating with teams to resolve escalated