Remote Help Center Navigator

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

Job summary

HRS Talent Solutions is seeking a Customer Service Help Centre Assistant to read incoming questions, search the employer’s approved online help material, and point customers to relevant instructions. You will explain routine steps in plain language while avoiding policy changes or unverified solutions.

The role emphasizes using approved content, keeping accurate case history, and escalating issues when no article fits.

Qualifications

• Ability to read and understand customer questions quickly.
• Adept at navigating online help resources.
• Detail-oriented and able to verify content accuracy.
• Willingness to learn the organization’s handoff process.

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.
• Keep the conversation history with the correct online case.
• Flag broken or outdated links to the content owner.

Skills

Comfortable with browsers

Job description

HRS Talent Solutions is seeking a Customer Service Help Centre Assistant to read incoming questions, search the employer’s approved online help material, and point customers to relevant instructions. You will explain routine steps in plain language while avoiding policy changes or unverified solutions.

The role emphasizes using approved content, keeping accurate case history, and escalating issues when no article fits.