[Remote] Operations Support Analyst (Contractor)

Note The job is a remote job and is open to candidates in USA. Accela is an industry leader in government software, seeking a contractor for email deliverability operations related to their Public Portal product. The role involves resolving email delivery failures and ensuring customer-facing notifications reach intended recipients efficiently.

Responsibilities

Monitor and triage email delivery issues reported through Salesforce support cases related to Public Portal notifications Use SendGrid administrative tools to look up blocked email addresses, identify the cause (bounce, block, spam complaint), and unblock when appropriate Update Salesforce cases with resolution notes and confirmation of action taken Communicate clearly and professionally with support engineers and customers through case comments Track recurring patterns in email delivery failures and flag systemic issues to Support leadership Maintain a simple log of unblock actions for reporting and trend analysis Meet defined service-level targets for case response and resolution Skills 1+ year of experience in customer service, email administration, IT helpdesk, or technical support Comfortable navigating web-based administrative dashboards and tools Strong attention to detail and able to follow consistent processes accurately Clear, professional written communication Reliable internet connection and able to work standard U.S. business hours Company Overview Accela provides market-leading solutions that help governments to modernize and build thriving communities. It was founded in 1999, and is headquartered in San Ramon, California, USA, with a workforce of 201-500 employees. Its website is https//www.accela.com. Apply To This Job