Remote Help Article Navigator

HRS Talent Solutions; Oakville; Remote; CAD 63,000 - 66,000; Full time

Job summary

Help Article Navigation Assistant is a remote, full-time role focusing on guiding customers to the appropriate help articles. You will read questions, search approved materials, verify article relevance, and share the correct instructions with brief explanations.

Beginners are welcome and the team will train you on the help centre and handoff process, with an emphasis on keeping accurate case records and clear communication.

Qualifications

• Experience in customer service or office administration is helpful.
• Beginners are welcome, and the team can train you on its help centre and 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 updated with the correct online case.
• Flag broken or outdated help links to the content owner.
• Use short, readable replies rather than a list of unrelated articles.

Job description

Help Article Navigation Assistant is a remote, full-time role focusing on guiding customers to the appropriate help articles. You will read questions, search approved materials, verify article relevance, and share the correct instructions with brief explanations.

Beginners are welcome and the team will train you on the help centre and handoff process, with an emphasis on keeping accurate case records and clear communication.