[Hiring] Accessibility Customer Support Assistant @Macmillan

Role Description

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.
• Ensure customers receive prompt, effective resolutions to their accessibility needs.
• Collaborate closely with internal product, content, and sales teams, as well as external remediation vendors.
• Coordinate technical escalations and help maintain seamless access to learning materials.

This engagement is conducted through Noor Consulting.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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