Guided Digital Assistance Representative

Outsourcing Advantage is a boutique business process outsourcing (BPO) firm specializing in back-office and customer service support for US-based businesses. As a Guided Assistance Representative, you will play a vital role in making technology accessible for customers with low digital literacy, empowering them to confidently navigate the online world.

Key responsibilities include:

• Serve as a trusted digital assistant for customers, by completing everyday online tasks on their behalf.
• Provide step-by-step assistance to customers not able to use the internet websites, apps, and online forms.
• Build customer confidence by patiently explaining processes and supporting non-technical users.
• Maintain professionalism, privacy, and discretion when handling sensitive personal or financial information.
• Deliver customer support through both voice/phone and written channels (chat and/or email).
• De-escalate conflicts and resolve issues with empathy and clarity.
• Multitask efficiently while conversing and executing digital tasks.

Required Qualifications:

• 2+ years of customer service, call center, or customer support experience
• Strong digital proficiency navigating websites, apps, online portals, and online forms
• Experience handling sensitive personal or financial information with privacy and discretion in a customer support context
• Experience providing customer support via both voice/phone and written channels (chat and/or email)
• C1 level English proficiency
• Ability to provide a brief English voice note introduction
• Able to work as an independent contractor
• Can provide details of work equipment, power setup (including backup), and internet connection/speed (including backup)

Preferred Qualifications:

• Experience supporting customers with low digital literacy, such as elderly or digitally inexperienced users
• Uses a structured approach to customer interactions, including step-by-step guidance and purposeful call flow

Hours

Sunday – Thursday Hours 5:00 PM – 1:00 AM EST

• Opportunity to work on diverse and exciting projects.
• Supportive and collaborative work environment.
• Weekly payments.
• Weekly Incentives based on performance
• Growth Opportunities