Accessibility Customer Support Assistant (Contract)

Macmillan • ,

23h • Remote

About The Position

This position will be employed through Noor Staffing Group working remotely throughout the U.S. We are seeking an Accessibility Customer Support Assistant (Contract) who is dedicated to delivering outstanding support to our customers. This role will ensure that customers with disabilities have a positive experience using our products. The Customer Support Specialist will resolve accessibility and usability issues and will partner with stakeholders to address technical issues.

Requirements

• Excellent problem-solving and troubleshooting skills with a customer-centric approach.
• Ability to handle sensitive customer information with care.
• Organizational skills to keep track of multiple customer requests simultaneously.
• Ability to manage multiple deadlines and meet SLAs.
• Ability to work independently, collaboratively, and efficiently through a high volume of requests.
• Ability to escalate problems and seek clarification when necessary.

Nice To Haves

• Prior experience with accessibility and/or disability support.
• Familiarity with common assistive technologies used by people with disabilities (e.g., screen readers, magnifiers, text-to-speech tools, etc.).
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical audiences.
• Familiarity with Salesforce and Jira is a plus.

Responsibilities

• Monitor and respond to customer inquiries via email, Salesforce, and AccessText Network in a timely and professional manner. Limited phone or video call interactions.
• Troubleshoot technical issues and provide step-by-step instructions or guidance to resolve customer concerns.
• Collaborate with cross-functional teams, including product, content, and sales, to escalate and resolve customer issues efficiently.
• Manage Jira ticket creation, delivery schedules, and accessibility reviews for remediation requests, partnering with external vendors and internal content stakeholders.
• Proactively follow up with customers to ensure their issues are fully resolved and their needs are met.
• Identify common customer challenges, provide feedback to the team, and contribute to the development of templated responses and self-service resources.

What This Job Offers

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