Accessibility Customer Support Assistant – Contractor Opportunity

This is a Fully Remote Job About Our Client: The organization operates in the digital learning industry, focusing on creating tools, content, and services that support learning in diverse environments. It addresses challenges related to accessibility and usability in educational materials to ensure effective learning experiences for all users, including those with disabilities. About the Opportunity: The ACCESSIBILITY CUSTOMER SUPPORT ASSISTANT role centers on supporting learners and educators with disabilities in accessing and using digital learning products. This position is responsible for managing accessibility inquiries, facilitating technical escalations, and ensuring timely and effective resolutions to support accessibility needs. The role significantly contributes to maintaining seamless access to learning resources by coordinating with internal teams and external partners. Responsibilities: Monitor, triage, and respond to accessibility support inquiries via Salesforce, email, and the AccessText Network within established response standards. Troubleshoot user-facing accessibility and usability issues, providing clear guidance through written communication and scheduled calls. Coordinate with product, content, and sales teams to escalate technical blockers and align on customer solutions. Facilitate Jira ticket creation, update task statuses, track remediation schedules, and support accessibility reviews with external partners and internal teams. Document recurring user challenges and customer feedback to improve support materials and response templates. Conduct follow-up communication to confirm accessibility requests and technical inquiries are resolved. Requirements: Ability to troubleshoot technical or usability issues with a customer-focused approach. Experience managing high volume, time-sensitive inquiries while balancing priorities and meeting deadlines. Proven discretion in handling confidential or sensitive user information. Capability to work independently and collaboratively across distributed teams, with appropriate escalation of issues. Preferred: Experience supporting accessibility workflows, disability services, or assistive technology users. Familiarity with assistive technologies such as screen readers, magnifiers, or text-to-speech tools. Strong written and verbal communication skills for explaining technical instructions to non-technical audiences. Hands-on experience with Salesforce Service Cloud, Jira, or the AccessText Network. Pay Range and Compensation Package: $20.00 per hour. Benefits & Perks: None specified. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.