Accessibility Customer Support Specialist (Contract)

This position will be employed through Headway consulting firm working remotely throughout the US.

We are seeking an Accessibility Customer Support Specialist 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.

Major Responsibilities

• Monitor and respond to customer inquiries via phone, email, and Salesforce in a timely and professional manner.
• 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.
• 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.
  
  

Required Skills / Knowledge

• 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.
  
  

Preferred Qualifications

• High School Diploma.
• Prior experience with accessibility and/or disability support.
• 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 is a plus.
  
  

Hours

• 4 hours per day (Mon-Friday) with a maximum of 20 hours per week
  
  

Duration

• July 15, 2024 - October 11, 2024.
  
  

Pay Rate

• $20/hour
  
  

Location:

• Remote (based in the U.S.)