Customer Service Website Navigation Assistant

HRS Talent Solutions; Buffalo (NY); Remote; USD 37,000 - 44,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Service Website Navigation Assistant who can locate the correct help article, verify it is current, and provide a concise, approved navigation path for visitors.

This full-time remote role also handles office administration tasks, logs navigation issues and broken links, escalates account-specific matters, and tracks responses, with hours and equipment details to be provided.

Responsibilities

• Read incoming website navigation questions.
• Verify a current published article before sharing it.
• Explain a short approved route through the site.
• Test a reported broken or redirected link.
• Record where a visitor became stuck.
• Escalate account-specific matters to the proper service queue.
• Track the response and remaining question.

Job description

Customer Service Website Navigation Assistant

A visitor is on the website but cannot find the instructions relevant to a routine question. The Help Page Navigation Assistant checks published help pages, sends a precise path, and reports confusing or broken navigation. This full-time remote customer service role also involves office administration documentation. You will not change website code or create an answer that has not been approved.

Find the right page, then check it

Search results sometimes point to old content. Open the current online article and make sure its steps address what the visitor actually asked. A login guide does not answer a question about changing a notification setting. If two pages conflict, refer the issue to the content owner and avoid choosing one based on guesswork. Where a user reports a broken link, capture the starting page and destination for the website team.

Your replies should be simple enough for a new user to follow. Give a useful page title or path, plus the first step when approved, instead of sending a long list of possible articles. Log a case that still needs a specialist, and tell the visitor what happens next. The office administration part is keeping navigation problems and customer questions connected to their online records.

Activities

Read incoming website navigation questions. Verify a current published article before sharing it. Explain a short approved route through the site.

Test a reported broken or redirected link. Record where a visitor became stuck. Refer content conflicts to the page owner.

Escalate account-specific matters to the proper service queue. Track the response and remaining question.

Previous customer service or office administration work can help, but it is not required. The employer will train a beginner on its site map, help content, and escalation. You should enjoy turning a vague “where do I click?” question into a clear instruction without asking for passwords.

$27 - $32an hour; remote, full-time. A home office or another quiet workspace supports online replies. The employer will describe hours and equipment.

Navigation problems worth recording

A person may reach a help article from a search engine and miss the menu that the article assumes they used. Another may follow a link that redirects to an outdated page. When you reproduce the path, note the starting point and the actual destination. A useful website report is specific enough for the content team to find the issue, while your customer reply still gives an available approved route.

Some questions reveal that a page is readable but confusing. Capture the customer's wording and the step where they stopped, without rewriting the article yourself. If a help page requires account access, do not request credentials to test it. Route access issues through the proper support process. The employer will show you which help pages are public and which are available only to signed-in users.

Ways an inquiry can differ

A missing menu item on a particular screen. A broken online link from a current article. A search result pointing to an old instruction.

Two guides with apparently conflicting steps. An account-specific error rather than a navigation issue. A visitor who needs the first step explained in plain language.

The role rewards curiosity and concise writing. You can help a visitor now and give the website team a reliable description for later improvement, without pretending to be a developer.