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