Operations Support Analyst – Contractor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and address email delivery issues reported via Salesforce support cases concerning Public Portal notifications.

• Utilize SendGrid administrative tools to investigate blocked email addresses, determine the reason (bounce, block, spam complaint), and remove the block when suitable.

• Update Salesforce cases with notes on resolutions and confirmation of the actions taken.

• Communicate effectively and professionally with support engineers and customers through case comments.

• Identify recurring trends in email delivery failures and escalate systemic problems to Support leadership.

• Maintain a straightforward log of unblocking actions for reporting and trend analysis.

• Achieve established service-level targets for case response and resolution.

⛳️ Requirements

• A minimum of 1 year of experience in customer service, email administration, IT helpdesk, or technical support.

• Proficient in navigating web-based administrative dashboards and tools.

• Strong attention to detail with the ability to adhere to consistent processes accurately.

• Excellent written communication skills, demonstrating professionalism.

• A reliable internet connection and availability to work standard U.S. business hours.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible work schedule with remote options.

• Opportunities for professional development and career advancement.