Product Accessibility Specialist

    • Job ID: 512989-778287
    • Job Type: Full-Time/Regular
    • Years of Experience: 2 - 5 Years
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Job Description:

W. W. Norton & Company is seeking an enthusiastic, energetic, and intelligent individual to join the team supporting Norton’s digital products.  The Product Accessibility Specialist will support students, instructors, and administrators using our educational software and digital product offerings. While known for being the nation’s largest independent, employee-owned book publishing firm, W. W. Norton also has a growing list of digital applications that serve students, instructors, and general readers. W. W. Norton is dedicated to building inclusive learning experiences for higher education and high school. The Product Accessibility Specialist will join a first-rate team of product specialists, project managers, business analysts, UX designers, engineers, and QA analysts to create exceptional products for Norton’s customers. The Product Accessibility Specialist will also work closely with the team of Service Desk Agents. The Product Accessibility Specialist will have an opportunity to monitor accessibility practices.  The ideal candidate is detail-oriented, eager to learn, and able to work independently. This position reports to the Director of Project Management.

Essential Job Responsibilities Include:

  • Support adopters of Norton’s products as the primary point of escalation for accessibility concerns.
  • Work with Service Desk Agents to provide assistance for Level 3 customer support and to provide high-quality technical support for accessibility. 
  • Respond to and diagnose issues through communication with end-users (through a case management system).
  • Provide answers to digital product users (students and instructors) by identifying problems, researching answers, and guiding users through corrective steps.
  • Track and troubleshoot reported accessibility issues and document resolutions.
  • Develop a technical understanding of expected product behavior to effectively ticket bugs in JIRA and troubleshoot issues reported by end-users.
  • Work with the Service Desk Agents in outlining workarounds to problems, defining protocols to follow, and in crafting customer communication. 
  • Work with the Project Manager and Product Manager in prioritizing issue resolution.
  • Communicate information on accessibility issue trends to the Project Manager and Product Manager.
  • Work with internal teams to provide related product support for accessibility.
  • Work closely with other team members to help outline accessibility requirements based on support incidents and/or defects found in our digital product offerings.
  • Translate user-facing accessibility issues into recommendations to improve products and improve overall customer experience.
  • Regularly review existing products for accessibility issues or regressions and document changes required. 
  • Oversee the creation, management, and revision of customer-facing accessibility documentation (i.e. FAQ, quick start guides, help notes, product release notes, etc.) for all Norton digital products with input from other team members.
  • Working with the business analyst, help define accessibility standards for both internal and third-party groups.
  • Advise Editorial, Production, Sales, and Marketing about the ways Norton can make materials more accessible to all students and instructors.
  • Create and update internal accessibility documentation for use by media editorial, marketing, production, quality assurance and other Norton teams.
  • Design and assist with internal and external training on the accessibility of our educational software products.
  • Work to establish comprehensive and detailed technical knowledge of the product line.
  • Responsible for staying abreast of development plans as they arise and recommending additional support as needed.
  • Function as an authority on accessibility, staying ahead of trends in disability advocacy, universal and inclusive design, and web standards.
  • Communicate through regular updates to Product Manager and/or Project Managers the status of assigned work, support incidents, or documentation updates.
  • Communicate regularly with the Service Desk agents to provide an update on support incidents, bugs or requests.
  • Suggest improvements within our workflow, process, protocol and documentation (when appropriate).
  • Participate in staff meetings, Agile ceremonies (sprint planning), and training sessions.
  • Regularly consult with other accessibility advocates embedded in other groups throughout the company.

Please note - this job description is not designed to cover all activities required of the employee.

Experience and Skills:

  • 2+ years of experience with customer support (or similar experience) and/or technical support.
  • Familiarity with documentation methods for accessibility (WCAG checklist, VPAT).
  • Experience working with people with disabilities.
  • Strong analytical skills.
  • Strong troubleshooting and problem-solving skills.
  • Ability to work through troubleshooting steps and resolve issues independently.
  • Expertise with help desk and customer-support protocols preferred.
  • A keen understanding of the teaching and learning needs of college professors and students.
  • A demonstrated interest in the challenges and opportunities of educational technology.
  • Practical knowledge of assistive technology such as screen readers and keyboard input.
  • Strong understanding of core web technologies (HTML/CSS/JS) and their interactions with assistive technology.
  • Understanding of software development practices.
  • Excellent verbal and written communication skills.
  • Empathy in handling interaction with customers and colleagues.
  • Organized with strong multi-tasking and time management skills.
  • Ability to work independently, managing time and shifting priorities.
  • Ability to organize and work under strict timelines.
  • Ability to quickly learn and adapt to new technologies and programs.
  • Ability to document and follow communication procedures, guidelines, and policies.
  • Ability to adapt and respond to different types of customers and to their needs.
  • Ability to work collaboratively and cooperatively with team members and other departments.
  • Ability to work under pressure.
  • Ability to resolve complex problems in a timely and efficient manner.
  • Ability to represent the Company in an effective and professional manner.
  • Ability to diplomatically and clearly communicate workarounds to complex issues.
  • Experience working with e-learning, educational tools, and/or learning management systems (preferable).
  • Bachelor’s Degree.
  • Employment eligibility to work with W.W. Norton & Company in the US is required.
  • Must be able to work full business hours.

About Norton:

W. W. Norton & Company is the oldest and largest publishing house owned wholly by its employees. W. W. Norton & Company strives to carry out the imperative of its founder to "publish books not for a single season, but for the years." In college publishing, that imperative applies not only to books, but also to an ever-growing list of essential print and digital resources that support teaching and learning. For more information about the Company, visit us online at: http://www.wwnorton.com.