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Accessibility Customer Support Assistant (Contract)
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<p><strong>This position will be employed through Noor Staffing Group working remotely throughout the U.S.<br></strong></p>
<p>We are seeking an Accessibility Customer Support Assistant (Contract) who is dedicated to delivering outstanding support to our customers. This role will ensure that customers with disabilities have a positive experience using our products. The Customer Support Specialist will resolve accessibility and usability issues and will partner with stakeholders to address technical issues.</p>
<p><strong>Responsibilities include, but are not limited to:</strong><strong></strong></p>
<ul>
<li>Monitor and respond to customer inquiries via email, Salesforce, and AccessText Network in a timely and professional manner. Limited phone or video call interactions.</li>
<li>Troubleshoot technical issues and provide step-by-step instructions or guidance to resolve customer concerns.</li>
<li>Collaborate with cross-functional teams, including product, content, and sales, to escalate and resolve customer issues efficiently.</li>
<li>Manage Jira ticket creation, delivery schedules, and accessibility reviews for remediation requests, partnering with external vendors and internal content stakeholders.</li>
<li>Proactively follow up with customers to ensure their issues are fully resolved and their needs are met.</li>
<li>Identify common customer challenges, provide feedback to the team, and contribute to the development of templated responses and self-service resources.</li>
</ul>
<p><strong>Required Qualifications:</strong></p>
<ul>
<li>Excellent problem-solving and troubleshooting skills with a customer-centric approach.</li>
<li>Ability to handle sensitive customer information with care.</li>
<li>Organizational skills to keep track of multiple customer requests simultaneously.</li>
<li>Ability to manage multiple deadlines and meet SLAs.</li>
<li>Ability to work independently, collaboratively, and efficiently through a high volume of requests.</li>
<li>Ability to escalate problems and seek clarification when necessary.<strong><br></strong></li>
</ul>
<p><strong>Preferred Qualifications:</strong></p>
<ul>
<li>Prior experience with accessibility and/or disability support.</li>
<li>Familiarity with common assistive technologies used by people with disabilities (e.g., screen readers, magnifiers, text-to-speech tools, etc.).</li>
<li>Strong written and verbal communication skills with the ability to explain technical concepts to non-technical audiences.</li>
<li>Familiarity with Salesforce and Jira is a plus.</li>
</ul>
<p><strong>Pay Rate: </strong>$20/ hour.</p>
<p><strong>Hours:</strong><span> 20 hours per week, with a schedule of 1pm to 5pm Mountain Time, Monday through Friday.</span></p>
<p><span><strong>Assignment Duration:</strong> Immediate start date with an anticipated six-month assignment duration.<strong><br></strong></span></p>
<p><span><strong>Location:</strong> Remote USA</span></p>
