Remote Help Center Navigator

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

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