Specialist, Human Resources Shared Services

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

The Tier 1 Frontline Support Specialist serves as the primary point of contact for employees, managers, and stakeholders requiring HR support. This role is responsible for delivering exceptional employee experience by providing accurate, timely, and professional support across HR processes, policies, programs, and systems.

The Specialist manages employee inquiries and requests through HR Help (Freshservice), utilizes QNect (SuccessFactors) to research and validate employee data, and ensures compliance with service standards, knowledge management practices, and data privacy requirements. The role is expected to maximize first-contact resolution while maintaining a high level of customer satisfaction.

Employee and Manager Support

• Serve as the first point of contact for HR inquiries submitted through HR Help via Freshservice, email, chat, or other employee support channels.
• Provide guidance on HR policies, programs, benefits, employee lifecycle processes, and organizational procedures.
• Support employees and managers in navigating QNect self-service functionality.
• Deliver accurate, consistent, and customer-focused support aligned with established HR service standards.
• Promote self-service adoption by educating employees on available tools and resources.

PO Help Case Management

• Create, manage, update, and resolve employee support tickets within HR Help.
• Accurately categorize, prioritize, assign, and document cases according to established procedures and service level agreements (SLAs).
• Monitor ticket queues and ensure timely case resolution.
• Escalate complex inquiries to Tier 2 team, HR Business Partners, HR Centers of Excellence, Payroll, Benefits, or other support groups as required.
• Maintain complete and accurate case documentation to ensure audit readiness and knowledge sharing.
• Identify recurring issues and recommend improvements to ticket workflows and service processes.

QNect Support

• Utilize QNect to review employee records and validate HR data when supporting inquiries.
• Assist employees and managers with QNect transactions, including:
  • Personal information updates
  • Job information inquiries
  • Organizational data inquiries
  • Employee profile navigation
  • Manager/ Employee self-service requests
  • Workflow and approval status inquiries
• Identify potential data discrepancies and coordinate with appropriate teams for resolution.

Knowledge Management

• Utilize knowledge articles, standard operating procedures (SOPs), and process documentation to deliver consistent support.
• Identify knowledge gaps and recommend updates based on inquiry trends and employee feedback.
• Support efforts to maintain accurate, current, and user-friendly HR knowledge resources.

Employee Experience & Service Excellence

• Deliver a positive and professional customer experience during every interaction.
• Demonstrate empathy, ownership, and accountability when handling employee concerns.
• Manage sensitive and confidential employee information with discretion.
• Support initiatives designed to improve employee experience and service satisfaction.

Operational Excellence

• Meet or exceed established performance metrics including:
• SLA compliance
• Customer Satisfaction (CSAT)
• Data Quality & Compliance
• Productivity targets
• Participate in process improvement initiatives and operational reviews.
• Support automation, AI-enabled service delivery, and continuous improvement efforts.

Freshservice Expertise

• Experience using Freshservice or similar ticketing/case management systems.
• Ability to manage, prioritize, and resolve tickets effectively.
• Understanding of SLA-driven support environments.
• Experience documenting cases and maintaining accurate service records.
• Knowledge of knowledge-base management and ticket workflow processes.

Technical Skills

• SAP SuccessFactors or related systems
• Freshservice or related sytems
• Microsoft 365 (Outlook, Teams, Excel, Word, PowerPoint)
• Microsoft Copilot or AI-enabled productivity tools

SAP SuccessFactors Expertise

• Experience supporting SAP SuccessFactors modules and employee self-service capabilities.
• Ability to navigate employee records and organizational data.
• Understanding of data integrity and HR systems administration principles.

Educational Requirements

Required

• Bachelor's Degree in Human Resources, Business Administration, Psychology or related discipline.

Equivalent Experience

• Relevant HR Shared Services or Customer Support experience may be considered in lieu of a degree.

Preferred

• Experience supporting global employees in a shared services organization.
• Experience using Freshservice and successfactors or any related HR systems