Help Article Navigation Assistant

Hrstalentsolutions; Chattanooga (TN); À distance; USD 34 000 - 49 000; Plein temps

Avantages offerts par ce poste

Remote role

Private workspace

Résumé du poste

Hrstalentsolutions is seeking a Help Article Navigation Assistant to read customer questions, search approved online help materials, and point the customer to the most relevant instructions. You may explain a routine step in plain language but cannot write new policy or diagnose faults.

You will ensure articles are current, send a focused link with a brief explanation, and escalate to the proper team when no article fits. A remote role with a private workspace is needed.

Qualifications

• 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.

Responsabilités

• Distinguish an answered question from one still awaiting review.
• Flag broken or outdated help links to the content owner.
• Keep the conversation history with the correct online case.
• Use short, readable replies rather than a list of unrelated articles.

Connaissances

Identify customer questions

Search help pages

Communication skills

Description du poste

Help Article Navigation Assistant

Remote customer support

Find the guidance that answers the question

Customers do not always know which help article applies to their situation. In this role, you will read an incoming question, search the employer’s approved online help material, and point the person to the relevant instructions. You may explain a routine step in plain language, but you will not write new policy, diagnose technical faults, or claim that a page covers a situation it does not address.

Common parts of the work

• 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.

For example, a customer may ask how to change a notification setting. Several articles could mention notifications, but only one might describe the setting in the customer’s account area. Read the article before linking it. If the page requires a condition that is not known, ask a focused question or send the issue for review instead of assuming the article will solve it.

When the article does not fit

A customer may reply that the screen in the instructions looks different from what they see. Review what they reported and the article you sent. You can clarify an approved instruction, but do not invent a workaround or ask for a password. Make a clear handoff that shows the page already shared, the point of confusion, and the customer’s latest message. That keeps the next support person from repeating the same suggestion.

• Keep the conversation history with the correct online case.
• Distinguish an answered question from one still awaiting review.
• Flag broken or outdated help links to the content owner.
• Use short, readable replies rather than a list of unrelated articles.

This combines written customer service with modest office administration: finding information, updating a case status, and keeping a useful record. Experience in either area is helpful, not required. Beginners are welcome, and the team can train you on its help centre and handoff process. You should be comfortable with browsers and willing to check a source before sending it.

A helpful link is not always the whole answer. Some customers need to know which part of the article applies to their question. Explain that connection in a sentence or two without copying a long passage or turning a simple request into several unrelated links. If the article is unclear, note the specific step that caused confusion so the content owner can review it. The customer should leave with a usable next step, and the support record should show why that guidance was selected.

$30 per hour; part-time or full-time. A remote role handling customer messages calls for a private workspace. A home office is one possible arrangement. The hiring company will confirm the real schedule and equipment requirements.

When several approved articles address similar topics, choose the narrowest one that actually fits the request. A broad overview can be a useful starting point, but it should not replace a specific instruction that answers the customer’s question.