Help Article Navigation Assistant

HRS Talent Solutions; Canberra; Remote; AUD 63,000 - 66,000; Full time

Benefits offered by this job

Remote work

Home office support

Job summary

HRS Talent Solutions is seeking a Help Article Navigation Assistant to support customers by matching questions to approved help articles. This remote, full-time role requires reading questions, locating relevant instructions, and guiding customers to the correct articles.

You may explain routine steps but should not write new policy or diagnose issues. Applicants should be comfortable working remotely, with strong attention to accuracy and the ability to check current guidance before sharing

Qualifications

• Experience in customer service or help centers is helpful, not required.

Responsibilities

• Identify the question behind a short or vague customer message.
• Search approved help pages using the terms the customer used.
• Check that an article is current and actually addresses the issue.
• Send the appropriate link with a brief explanation of the relevant step.
• Note when no available article covers the question.
• Refer account-specific or unresolved problems to the proper team.

Job description

Help Article Navigation Assistant

Customer Service • Help Article Navigation

Remote | Full-time | 62,920–66,040 per year

Find the guidance that answers the question

Customers do not always know which help article applies to their situation. In this role, you will read an incoming question, search the employer’s approved online help material, and point the person to the relevant instructions. You may explain a routine step in plain language, but you will not write new policy, diagnose technical faults, or claim that a page covers a situation it does not address.

Common parts of the work

• Identify the question behind a short or vague customer message.
• Search approved help pages using the terms the customer used.
• Check that an article is current and actually addresses the issue.
• Send the appropriate link with a brief explanation of the relevant step.
• Note when no available article covers the question.
• Refer account-specific or unresolved problems to the proper team.

For example, a customer may ask how to change a notification setting. Several articles could mention notifications, but only one might describe the setting in the customer’s account area. Read the article before linking it. If the page requires a condition that is not known, ask a focused question or send the issue for review instead of assuming the article will solve it.

When the article does not fit

A customer may reply that the screen in the instructions looks different from what they see. Review what they reported and the article you sent. You can clarify an approved instruction, but do not invent a workaround or ask for a password. Make a clear handoff that shows the page already shared, the point of confusion, and the customer’s latest message. That keeps the next support person from repeating the same suggestion.

• Keep the conversation history with the correct online case.
• Distinguish an answered question from one still awaiting review.
• Flag broken or outdated help links to the content owner.
• Use short, readable replies rather than a list of unrelated articles.

This combines written customer service with modest office administration: finding information, updating a case status, and keeping a useful record. Experience in either area is helpful, not required. Beginners are welcome, and the team can train you on its help centre and handoff process. You should be comfortable with browsers and willing to check a source before sending it.

A helpful link is not always the whole answer. Some customers need to know which part of the article applies to their question. Explain that connection in a sentence or two without copying a long passage or turning a simple request into several unrelated links. If the article is unclear, note the specific step that caused confusion so the content owner can review it. The customer should leave with a usable next step, and the support record should show why that guidance was selected.

A home office is one possible arrangement. The hiring company will confirm the real schedule and equipment requirements.

When several approved articles address similar topics, choose the narrowest one that actually fits the request. A broad overview can be a useful starting point, but it should not replace a specific instruction that answers the customer’s question.

The right article is one that answers the person's actual question. Check whether its instructions fit the product or process named in the message, and explain which part is relevant rather than sending a bare link. If the article appears outdated, flag the specific step that conflicts with current approved guidance. If the person tried the documented steps and remains stuck, record that fact before routing the question. The work combines online customer support with the careful office administration needed to preserve the conversation history.