Guided Digital Assistance Representative

About the Company

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 help make technology accessible for customers with low digital literacy by completing online tasks on their behalf and guiding non-technical users.

Responsibilities

• Serve as a trusted digital assistant for customers by completing everyday online tasks on their behalf
• Provide step-by-step assistance to customers who cannot use 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

Qualifications

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 and 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

Additional Information

Hours: Sunday - Thursday, 5:00 PM - 1:00 AM EST

Benefits

• Opportunity to work on diverse and exciting projects
• Supportive and collaborative work environment
• Weekly payments
• Weekly incentives based on performance
• Growth opportunities