Accessibility Specialist

Russell Tobin is hiring an Accessibility Specialist to work with our client in the tech industry. Apply now for consideration!

Location: Sunnyvale, CA - Hybrid
Duration: 6 months
Pay: $100-120/hour (DOE)

Overview:
Accessibility Support is a key offering, with support agents serving thousands of users each month with tailored product assistance and troubleshooting. The Accessibility Support operation covers a wide range of customer issues, ranging from helping users with screen reader issues to identifying product bugs with engineering teams. No two support calls are ever alike.

This project will dive deep into the Accessibility Support operation, reviewing real support conversations to understand the support experience, identifying opportunities, and working with both the Product Support Manager and support agent teams on improving user outcomes.

This project will also support general Accessibility Support business operations, including internal project management and communications.

Responsibilities:

Lead support contact audit and review, becoming the subject matter expert in Accessibility Support performance
Identify points of friction and opportunity areas in Accessibility Support, and work with the appropriate teams to develop plans of action in response
Share and transfer knowledge to support agents and Product Support Managers to improve their product familiarity and user awareness to reduce general support friction
Coordinate and work with cross-functional teams, including vendor management, content, and engineering to deliver effective user support
Maintain internal business operations, including general reporting communications and miscellaneous program management


Qualifications:

Understand and stay current with accessibility compliance guidelines. For example, WCAG and Section 508
Operating knowledge and experience using screen readers on both web and mobile platforms. Platforms include: TalkBack, JAWS, NVDA, VoiceOver, ChromeVOX
Operating knowledge of accessibility features, such as: Talkback, Live Captions, Live Transcribe, Action Blocks, Select to Speak, Sound Amplifier, Magnification, Voice Access/Control, Switch Access/Control, and more
Operating knowledge of utilizing Assistive technologies with Google products (both web and mobile ) such as: Google Assistant, Gmail, Chrome, YouTube, Google Docs, Google Meet, Google Search
Strong organizational and customer support skills
Motivated and creative thinker with strong problem solving aptitude


Preferred Qualifications:

Experience developing trainings and education materials for a wide, internal audience
Experience with project management, cross-functional collaboration, and stakeholder influencing
Excellent time management, organizational and planning skills
Excellent verbal and written communication skills working in a professional environment


Pride Global offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.