Internal FAQ Request Coordinator

HRS Talent Solutions; Cincinnati (OH); Remote; USD 54,000 - 57,000; Full time

Job summary

HRS Talent Solutions is seeking an Internal FAQ Request Coordinator for a remote full-time role in the United States. You will gather questions, check current approved answers, and route unresolved topics to the document owner, without writing new policy.

The ideal candidate has strong customer service and office administration skills, can log gaps in the FAQ tracker, group similar questions, and track ownership until an approved answer is published.

Qualifications

• Experience with customer service and office administration.
• Ability to log, categorize, and track topics in a knowledge-base.
• Strong written communication and note-taking skills.

Responsibilities

• Read assigned questions from an internal inbox or form.
• Search current approved FAQ material for a relevant answer.
• Provide a specific section or link when guidance is clear.
• Log missing, conflicting, or hard-to-find topics for review.
• Remove unnecessary personal detail from a general topic summary.
• Track ownership and status until an authorized answer is available.
• Check a published update against the original question.

Skills

Customer service

Attention to detail

Job description

Internal FAQ Request Coordinator

Office Administration — Internal FAQ Requests — Remote

Schedule: Full-time Compensation: 54,080–57,200 per year

A home office or equivalent private workspace is appropriate for internal messages. The hiring team will confirm access and schedule.

The questions that keep arriving

Employees sometimes ask the same practical question because an internal FAQ is hard to find or missing a detail. This remote office administration role gathers those questions in an online tracker, checks whether a current approved answer already exists, and routes unresolved topics to the document owner. You may direct someone to an existing resource, but you will not write new policy or treat your interpretation as an official answer.

A staff member may ask how to submit a routine request. Search the current internal guide and identify the exact section if it answers the question. If the guide is outdated or unclear, log the gap with the person's wording. Several similar questions can be grouped for review, provided distinct exceptions are not erased. This work uses customer service habits: acknowledge a question, avoid sending a vague link, and tell the person when an answer is still being checked.

A useful tracker shows the topic, source, current status, and owner. It should not become a collection of private staff details that the FAQ team does not need. When the document owner publishes an update, check whether the new section addresses the recorded question and close the request under the process. If it does not, keep the issue visible.

Several staff members may ask the same question in different words. Group similar requests so the content owner can see the pattern, but keep the original examples available; one version may reveal a special case. If an answer exists but is hard to find, note the search terms staff used and the page they eventually needed. If no approved answer exists, label it as a proposed FAQ topic rather than writing a rule yourself. The work turns recurring questions into useful evidence for the person responsible for internal guidance.

Responsibilities

• Read assigned questions from an internal online inbox or form.
• Search current approved FAQ material for a relevant answer.
• Provide a specific section or link when the guidance is clear.
• Log missing, conflicting, or hard-to-find topics for review.
• Remove unnecessary personal detail from a general topic summary.
• Track ownership and status until an authorized answer is available.
• Check a published update against the original question.

Prior customer service, office administration, or knowledge-base experience is useful, but beginners are welcome. The employer will teach its internal guides, search tool, and routing standards. You need curiosity, clear notes, and the discipline to distinguish a published answer from your own reasonable guess.

Different questions may point to the same missing instruction, but grouping them should not erase an important exception. For example, one employee may ask how to submit a request, while another asks how to correct one already submitted. These are related topics with different answers. Keep enough context in the tracker for the owner to see the distinction. If an article exists but staff cannot find it, note the search words people used; the issue might be its title or placement rather than its content.

After an update is approved, you may help send a specific link to the people whose questions prompted it. Check that the page is actually available to their team before closing the requests. A useful FAQ process closes the loop with the original question, instead of publishing a new page and assuming everyone has found it.

The role may involve reviewing old pending topics to see whether an answer was published without the tracker being updated. Check the actual page and its audience before linking it to a request. A closed status should reflect a useful answer, not merely the passage of time.