Accessibility Customer Support Assistant – Contractor

Macmillan

. Monitor, triage, and respond to accessibility support inquiries through Salesforce, email, and the AccessText Network .

Posted 10/31/2026contractRemote • United StatesMid-LevelSenior💰 $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting accessibility and usability issues while maintaining a customer-focused approach. Proficient in managing time-sensitive inquiries and collaborating across teams to ensure effective resolution of technical blockers.

Highest-signal resume keywords

Troubleshooting Technical IssuesAccessibility Workflows SupportSalesforce Service CloudJira Ticket ManagementClear Written Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingAccessibility SupportUsability TestingTechnical DocumentationCustomer Feedback Analysis

Soft Skills

Customer-Focused ApproachCollaborationTime ManagementDiscretion with Sensitive InformationIndependent Work

Tools & Technologies

SalesforceJiraAccessText NetworkScreen ReadersText-to-Speech Tools

Industry Keywords

AccessibilityAssistive TechnologyDisability ServicesUser ExperienceTechnical Support

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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