Accela - Operations Support Analyst (Contractor)

Remote - Based - US$42k - $42k+ Equity1mo ago

Remote Junior NA Support Engineer Public Relations Salesforce Reporting

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 • OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSIONAccela 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. • OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION • COMPENSATION AND WELL-BEINGThe 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.

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

Benefits

• 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.