Operations Support Analyst (Contractor)

ABOUT THE ROLE

Accela is hiring a contractor to support email deliverability operations for our Public Portal product. This role resolves email delivery failures — primarily blocked addresses in SendGrid — that affect customer-facing notifications and user account provisioning. You will work within Accela's Customer Support organization to ensure that public-facing email communications reach the intended recipients and that delivery issues are resolved quickly.

This is a focused, operational role. We are looking for someone who is detail-oriented, methodical, and reliable. No prior SaaS experience is required — comfort with web-based admin tools, clear written communication, and a steady, process-driven approach are what matter most.

This will be a 6 month contract.

SPECIFIC 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

REQUIRED QUALIFICATIONS

• 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

ABOUT ACCELA
For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.

COMPENSATION AND WELL-BEING
The annual base salary range for this full-time position is $20.00/hour to $25.00/hour. (less applicable taxes). The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. 

Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation

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