Operations Support Analyst – Contractor

🕒 May 12

🇺🇸 United States – Remote

💵 $20 - $25 / hour

⏳ Contract/Temporary

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Accela

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

🏛️ Government

☁️ SaaS

🏢 Enterprise

Government • SaaS • Enterprise

Accela is a leader in providing cloud-based solutions designed to modernize government services. Their unified suite of innovative applications focuses on building more connected communities through enhanced efficiency and secure data management. Accela empowers local and state governments by streamlining processes such as building permits, licensing, cannabis regulation, and environmental health. With a focus on civic solutions, Accela aims to improve public sector operations by eliminating data silos and facilitating better interactions with residents. By leveraging their SaaS platform, governments can enhance service delivery, increase transparency, and reduce operational costs, leading to significant time and cost savings.

📋 Description

• 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

🎯 Requirements

• 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