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