Edtech.com's Summary

Macmillan Learning is hiring an Accessibility Customer Support Assistant (Contract) responsible for delivering exceptional support to customers with disabilities by resolving accessibility and usability issues. The role involves troubleshooting technical problems, managing customer inquiries through multiple platforms, and collaborating with internal teams to ensure customer satisfaction.

Highlights

Monitor and respond to customer inquiries via email, Salesforce, and AccessText Network.
Troubleshoot and provide step-by-step guidance to resolve accessibility issues.
Collaborate with product, content, sales teams, and external vendors to resolve customer concerns.
Manage Jira tickets, delivery schedules, and accessibility review processes.
Follow up proactively to confirm issue resolution and customer satisfaction.
Identify recurring customer challenges and contribute to self-service resources.
Preferred knowledge of assistive technologies, Salesforce, and Jira.
Requires excellent problem-solving, organizational skills, and ability to work independently.
Compensation: $20 per hour for 20 hours per week, Monday to Friday, 1pm-5pm Mountain Time.
Contract duration: Six months with immediate start.

Accessibility Customer Support Assistant (Contract) Full Description

Accessibility Customer Support Assistant (Contract)

Remote
Rate: $20 USD per hour
Customer Experience
Part-Time
Requisition #: ACCES003389

Description

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.

Responsibilities include, but are not limited to:

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.

Required Qualifications:

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.

Preferred Qualifications:

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.

Pay Rate: $20/ hour.

Hours: 20 hours per week, with a schedule of 1pm to 5pm Mountain Time, Monday through Friday.

Assignment Duration: Immediate start date with an anticipated six-month assignment duration.

Location: Remote USA

Original Job Description

Accessibility Customer Support Assistant (Contract)

Remote
Rate: $20 USD per hour
Customer Experience
Part-Time
Requisition #: ACCES003389

Description

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.

Required Qualifications:

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.

Preferred Qualifications:

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.

Pay Rate: $20/ hour.

Hours: 20 hours per week, with a schedule of 1pm to 5pm Mountain Time, Monday through Friday.

Assignment Duration: Immediate start date with an anticipated six-month assignment duration.

Location: Remote USA

Let me find your next job.

Thanks - you're signed up.

Accessibility Customer Support Assistant (Contract)

Edtech.com's Summary

Accessibility Customer Support Assistant (Contract) Full Description

Accessibility Customer Support Assistant (Contract)

Student Services Specialist

Supervisor, Student Advising (Remote)

Customer Service Lead

Customer Service Representative-Boca Raton, FL Onsite

Customer Service Representative