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

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