Accessibility Customer Support Assistant – Contractor Opportunity

Macmillan • ,

7d • Remote

About The Position

Macmillan Learning is seeking an Accessibility Customer Support Assistant to support learners and educators with disabilities in accessing and using its digital products. The contractor will address incoming accessibility and usability inquiries, facilitate support handoffs, and help ensure customers receive prompt, effective resolutions. The engagement is conducted through Noor Consulting.

The assistant will work with internal product, content, and sales teams and external remediation vendors to coordinate technical escalations and maintain access to learning materials. Services include monitoring and responding to inquiries through Salesforce, email, and the AccessText Network; troubleshooting concerns through written guidance and occasional scheduled calls; coordinating escalations; facilitating Jira tickets and remediation tracking; documenting recurring challenges and feedback; and following up with customers to confirm requests are resolved.

The engagement is for six months, with an immediate start and possible extension. It is approximately 20 hours per week, scheduled as four hours per day Monday through Friday, with multiple shift options. The role is remote and U.S.-based. Compensation is $20.00 per hour. This is an agency contractor opportunity through Noor Consulting and is not an offer of employment with Macmillan Learning.

Requirements

• Demonstrated ability to troubleshoot technical or usability issues with a clear, customer-focused approach.
• Ability to manage a high volume of time-sensitive inquiries, balance multiple priorities, and meet defined delivery deadlines.
• Strong track record of handling confidential or sensitive user information with care and discretion.
• Ability to work independently, collaborate productively across distributed teams, and escalate blockers or ambiguity when appropriate.

Nice To Haves

• Practical experience supporting accessibility workflows, disability services, or assistive technology users.
• Familiarity with assistive technologies such as screen readers, magnifiers, or text-to-speech tools.
• Clear written and verbal communication skills, especially when explaining technical instructions to non-technical audiences.
• Hands-on familiarity with Salesforce Service Cloud, Jira, or the AccessText Network.

Responsibilities

• Monitor, triage, and respond to accessibility support inquiries through Salesforce, email, and the AccessText Network within established response standards.
• Troubleshoot user-facing accessibility and usability concerns and provide clear, step-by-step guidance through written communication and occasional scheduled calls.
• Coordinate with product, content, and sales stakeholders to escalate technical blockers and align on timely customer solutions.
• Facilitate Jira ticket creation, update task statuses, track remediation schedules, and support accessibility reviews with external remediation partners and internal content teams.
• Document recurring user challenges and customer feedback to help refine self-service materials and response templates.
• Follow up with customers to verify that accessibility requests and technical inquiries are fully addressed.
• Maintain documented resolutions and support-request records within agreed service levels.
• Track Jira milestones and coordinate remediation workflows through completion.
• Prepare summaries of common accessibility hurdles and recommended draft templates or customer-facing guidance updates.

What This Job Offers

• Job Type: Part-time
• Education Level: No Education Listed