Edtech.com's Summary

Macmillan Learning is hiring an Accessibility Customer Support Assistant – Contractor Opportunity. The contractor supports learners and educators with disabilities who use Macmillan's digital products, resolving accessibility and usability questions and handing off issues that need more help. The assistant works with product, content, and sales teams and outside remediation vendors to escalate technical problems and keep learning materials accessible.

Highlights

Monitor, triage, and respond to accessibility support inquiries arriving through Salesforce, email, and the AccessText Network while meeting established response standards.
Troubleshoot user-facing accessibility and usability concerns with clear, step-by-step written guidance and occasional scheduled calls.
Coordinate with product, content, and sales teams to escalate technical blockers and agree on timely solutions for customers.
Create and update Jira tickets, track remediation schedules, and support accessibility reviews alongside external remediation partners and internal content teams.
Document recurring user challenges and customer feedback to help internal teams refine self-service materials and response templates.
Follow up with customers to confirm that their accessibility requests and technical inquiries were fully addressed.
Experience troubleshooting technical or usability issues, handling high volumes of time-sensitive inquiries, and treating confidential user information with discretion.
Experience with accessibility workflows, disability services, or assistive technologies such as screen readers, magnifiers, and text-to-speech tools is preferred, as is familiarity with Salesforce Service Cloud, Jira, or the AccessText Network.
Six-month agency contract through Noor Consulting with possible extension, at about 20 hours per week (4 hours a day, Monday through Friday, with multiple shift options).
Pay of $20.00 per hour for a remote role open to U.S.-based candidates.

Accessibility Customer Support Assistant – Contractor Opportunity Full Description

Macmillan Learning is a privately-held, family-owned digital learning company that inspires what’s possible for every learner. Our tools, content, and services are grounded in research and designed to support learning, wherever and however it takes place. To learn more, please visit our newsroom or macmillanlearning.com.

This is a contractor opportunity and does not constitute an offer of employment with Macmillan Learning.

We are seeking an Accessibility Customer Support Assistant to support learners and educators with disabilities in accessing and using our digital products. In this role, you will address incoming accessibility and usability inquiries, facilitate support handoffs, and ensure customers receive prompt, effective resolutions to their accessibility needs.

Collaborating closely with internal product, content, and sales teams—as well as external remediation vendors—you will coordinate technical escalations and help maintain seamless access to learning materials. This engagement is conducted through Noor Consulting.

Scope of Services

You’ll monitor, triage, and respond to accessibility support inquiries through Salesforce, email, and the AccessText Network, maintaining established response standards.
You’ll troubleshoot user-facing accessibility and usability concerns, providing clear, step-by-step guidance to resolve customer issues via written communication and occasional scheduled calls.
You’ll coordinate with cross-functional stakeholders—including product, content, and sales teams—to escalate technical blockers and align on timely customer solutions.
You’ll facilitate Jira ticket creation, update task statuses, track remediation schedules, and support accessibility reviews alongside external remediation partners and internal content teams.
You’ll document recurring user challenges and customer feedback to assist internal teams in refining self-service materials and response templates.
You’ll conduct follow-up communication with customers to verify that accessibility requests and technical inquiries are fully addressed.

Expected Deliverables and Outcomes

Inquiry Resolution & Queue Maintenance: Timely responses and documented resolutions for support requests submitted across Salesforce, email, and the AccessText Network within agreed-upon service levels.
Jira Tracking & Remediation Coordination: Accurately logged Jira tickets, milestone updates, and coordinated remediation workflows tracked through completion with external vendors and content stakeholders.
Support Resources & Process Feedback: Documented summaries of common user accessibility hurdles along with recommended draft templates and customer-facing guidance updates.

Experience and Capabilities

Demonstrated ability to troubleshoot technical or usability issues with a clear, customer-focused approach.
Proven capability 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.

Preferred Capabilities

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

Engagement Parameters

Engagement Type: Agency contractor (employed through Noor Consulting)
Duration: 6 months (immediate start, with possibility of extension)
Time Commitment: Approximately 20 hours/week (4 hours/day, Monday–Friday; multiple shift options available)
Location: Remote (U.S.-based)
Compensation: $20.00/hour

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Let me find your next job.

Thanks - you're signed up.

Accessibility Customer Support Assistant – Contractor Opportunity

Edtech.com's Summary

Accessibility Customer Support Assistant – Contractor Opportunity Full Description

Customer Service Representatives

Premium Support Advisor (Portuguese Speaking)

VP, Customer Support, Community, and Knowledge

Customer Service Representative

Sr. Customer Service Representative