Operations Support Analyst (Contractor)

Accela•Birmingham, AL

3d•Remote

About The Position

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.

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

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