HR Help Desk Specialist - Frontline Employee Support

Qualfon; Cagayan de Oro; On-site; PHP 350,000 - 650,000; Full time

Job summary

Qualfon in the Philippines is seeking a Tier 1 Frontline Support Specialist to be the first contact for HR inquiries, delivering accurate and timely support across HR processes and systems via Freshservice and QNect (SuccessFactors).

You will guide employees and managers on HR policies, lifecycle processes, and self-service tools, manage tickets, ensure SLA adherence, protect data privacy, and contribute to knowledge management and continuous improvement initiatives.

Qualifications

• Bachelor’s Degree in HR, Business Admin, Psychology or related field.
• Experience in HR Shared Services or customer support preferred.
• Experience with SAP SuccessFactors and Freshservice is a plus.
• Experience supporting global employees is a plus.

Responsibilities

• Serve as the first point of contact for HR inquiries via HR Help (Freshservice) and other channels.
• Provide guidance on HR policies, programs, benefits, lifecycle processes, and organizational procedures.
• Support employees and managers navigating QNect self-service functionality.
• Deliver accurate, consistent, customer-focused support per HR service standards.
• Promote self-service adoption by educating employees on available tools and resources.
• Create, manage, update, and resolve HR help tickets; escalate as needed.
• Maintain complete case documentation for audit readiness and knowledge sharing.
• Review employee records in QNect and validate HR data; coordinate resolutions for discrepancies.
• Utilize knowledge articles and SOPs to deliver consistent support and identify knowledge gaps.

Skills

Customer service mindset

Communication skills

Empathy

Attention to detail

Confidentiality

Education

Bachelor's degree in HR / Business Admin / Psychology

Tools

Freshservice

SAP SuccessFactors

Microsoft 365

Microsoft Copilot

Job description

Qualfon in the Philippines is seeking a Tier 1 Frontline Support Specialist to be the first contact for HR inquiries, delivering accurate and timely support across HR processes and systems via Freshservice and QNect (SuccessFactors).

You will guide employees and managers on HR policies, lifecycle processes, and self-service tools, manage tickets, ensure SLA adherence, protect data privacy, and contribute to knowledge management and continuous improvement initiatives.