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Accessibility Customer Support Assistant – Contract
Location
United States
Posted
22 days ago
Salary
$20 / hour
Seniority
Senior
Job Description
Accessibility Customer Support Assistant – Contract
Macmillan
• 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.
Job Requirements
- 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.
- Prior experience with accessibility and/or disability support is preferred.
- 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.
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