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.