Remote Help Article Navigator

Hrstalentsolutions; Chattanooga (TN); Remote; USD 34,000 - 49,000; Full time

Benefits offered by this job

Remote role

Private workspace

Job summary

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.

Responsibilities

• 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• Flag broken or outdated help links to the content owner.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.

Skills

Identify customer questions

Search help pages

Communication skills

Job description

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.