[Hiring] Website Help Customer Service Assistant @HRS Talent Solutions

Role Description

This remote customer service job helps a visitor find the correct published online help page for a routine question. You check that the link works, explain the path in plain words and note a confusing navigation route for the website owner. The office administration record shows which page was shared and whether the question remains open. You are not expected to fix website code or invent an answer that the current guidance does not contain.

A visitor may say “the help page is missing” when the link opens but the relevant instruction sits behind a menu with an unfamiliar label. Follow the public path yourself before replying. If the article is obsolete, refer the content problem instead of sending a polished link to wrong instructions. For account-specific issues, explain the approved route to an authorized support colleague. The case note should capture both the path you checked and what the visitor could not find, so the content team can reproduce the problem.

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.

A quiet home office can help with testing navigation while writing a clear reply. 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.

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.

Pay

$26.65 - $28.90 per hour

Qualifications

• A friendly written style and ordinary browser skills are enough to begin.
• The company will show new staff its online help resources and how to report broken navigation.
• If your resume includes customer service, tutoring or another kind of practical guidance, make it easy to spot.

Requirements

• If you’re selected for the next step, you may be asked to complete an application on the hiring company’s website.
• Technical website administration experience is not necessary.