Remote Help Article Navigator

Hrstalentsolutions; Canberra; Remote; AUD 63,000 - 66,000; Full time

Job summary

Hrstalentsolutions is seeking a Help Article Navigation Assistant to read customer questions, search approved online help content, and point users to the exact instructions.

You will ensure the article fits the customer issue, share the correct link with a brief explanation, and escalate when no article covers the topic. Beginners are welcome, and training is provided to learn the help center and handoff process.

Qualifications

• Ability to read a customer question and identify the right help article.
• Proficient use of web browser to locate approved content.
• Strong attention to accuracy and links validity.

Responsibilities

• Identify the question behind a customer message.
• Search approved help pages using the customer’s terms.
• Check that the article is current and actually addresses the issue.
• Send the appropriate link with a brief explanation.
• Note when no available article covers the question.
• Refer account-specific or unresolved problems to the proper team.
• Clarify when an article does not fit and hand off with context.
• Keep the case history accurate and up to date.

Skills

Question interpretation

Browsing proficiency

Attention to detail

Job description

Hrstalentsolutions is seeking a Help Article Navigation Assistant to read customer questions, search approved online help content, and point users to the exact instructions.

You will ensure the article fits the customer issue, share the correct link with a brief explanation, and escalate when no article covers the topic. Beginners are welcome, and training is provided to learn the help center and handoff process.