# Guided Digital Assistance Representative

**Company:** [Outsourcing Advantage](http://jobs.workable.com/companies/faYK4LofD9zVKGgrCK8SVw.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** OSA Global

[Apply for this job](http://jobs.workable.com/view/59fee560-f453-4941-a403-fd2be11979cb)

## Description

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.

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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.

## Requirements

### 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

## Benefits

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