Accessibility Customer Support Assistant – Contractor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, categorize, and address accessibility support inquiries via Salesforce, email, and the AccessText Network.

• Diagnose user-facing accessibility and usability issues while providing detailed guidance through written communication and, when necessary, scheduled calls.

• Collaborate with product, content, and sales teams to escalate technical challenges and ensure prompt customer solutions.

• Manage the creation of Jira tickets, update task statuses, monitor remediation timelines, and assist with accessibility evaluations alongside external remediation partners and internal content teams.

• Record recurring user difficulties and customer feedback to enhance self-service resources and response templates.

• Follow up with customers to ensure their accessibility requests and technical questions are thoroughly resolved.

• Maintain documented resolutions in accordance with agreed service levels.

• Monitor remediation processes until completion with external vendors and content stakeholders.

⛳️ Requirements

• Proven ability to troubleshoot technical or usability issues with a strong, customer-centric focus.

• Established capacity to handle a high volume of time-sensitive inquiries, manage multiple priorities, and meet specified delivery timelines.

• Solid history of managing confidential or sensitive user information with care and discretion.

• Capability to work independently while effectively collaborating across distributed teams, and escalate issues or uncertainties when necessary.

• Practical experience in supporting accessibility workflows, disability services, or users of assistive technology.

• Familiarity with screen readers, magnifiers, or text-to-speech applications.

• Excellent written and verbal communication abilities, particularly in conveying technical instructions to non-technical audiences.

• Practical experience with Salesforce Service Cloud, Jira, or the AccessText Network.

🏝️ Benefits

• Potential for contract extension.

• Various shift options available.

• Approximately 20 hours per week (4 hours per day, Monday–Friday).