Accessibility Customer Support Assistant – Contractor

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $20 / hour

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Macmillan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📱 Media

📚 Education

Media • Education

Macmillan is a leading global publishing company and home to a wide range of imprints that publish adult and children’s fiction, nonfiction, and educational materials. Part of the Holtzbrinck Publishing Group, Macmillan also operates Macmillan Learning and Macmillan Education, providing interactive course solutions, higher education content, language learning, and school curriculum publishing across dozens of countries. The company focuses on supporting authors, educators, students, and institutions with world-class content and digital learning tools.

📋 Description

• Monitor, triage, and respond to accessibility support inquiries through Salesforce, email, and the AccessText Network • Troubleshoot user-facing accessibility and usability concerns and provide step-by-step guidance via written communication and occasional scheduled calls • Coordinate with product, content, and sales teams 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 improve self-service materials and response templates • Follow up with customers to verify accessibility requests and technical inquiries are fully addressed • Maintain documented resolutions within agreed service levels • Track remediation workflows through completion with external vendors and content stakeholders

🎯 Requirements

• 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 • Practical experience supporting accessibility workflows, disability services, or assistive technology users • Familiarity with 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

🏖️ Benefits

• Possibility of contract extension • Multiple shift options available • Approximately 20 hours/week (4 hours/day, Monday–Friday)

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