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 ...