About the Company
CARE Philippines is a leading humanitarian and development organization dedicated to fighting poverty and social injustice, with a strong focus on empowering women. As part of the global CARE network, CARE Philippines works with communities, partners, and donors to deliver sustainable programs in emergency response, education, health, livelihoods, and climate resilience.
This role serves as the first point of contact (Tier 1) for global HR system users. This role provides technical support, manages help desk incidents, resolves routine issues, and escalates complex cases to higher-level support teams, ensuring high-quality service delivery and compliance with service standards.
Key Responsibilities
- Provide Tier 1 support for HR systems and respond to user inquiries across the globe
- Log, investigate, and resolve system issues, ensuring timely escalation when needed
- Troubleshoot day-to-day HR system concerns and collaborate with advanced support teams
- Support data accuracy through audits, updates, and validation activities
- Generate reports and data extracts to support HR operations
- Create and maintain helpful resources like FAQs and knowledge base articles
- Communicate system updates, outages, and known issues clearly to stakeholders
- Champion data privacy, security, and continuous improvement initiatives
Qualifications
- At least 3 years of experience in HR systems or HCM technical support
- Proven experience in customer-facing technical support roles
- Strong problem-solving skills with a customer-first mindset
- Excellent English communication skills (written and verbal)
- Experience with ticketing/help desk systems and issue tracking
- Ability to thrive in a fast-paced, multicultural environment
- Willingness to work on a rotating shift schedule
- Reliable internet connection for remote work, with flexibility to work onsite in Ortigas when needed
Nice to Have
- Experience with tools like JIRA, Remedyforce, or Oracle HR Help Desk
- Familiarity with Oracle HCM or UKG Pro
- Background in an ITIL-based support environment
- Intermediate Excel skills; Power BI knowledge is a plus
- Experience supporting global teams in shared services, BPOs, MNCs, or NGOs
