ABOUT THE ROLE

SPECIFIC RESPONSIBILITIES 

• Serve as the point of contact for customer inquiries via cases or phone channels.
• Troubleshoot configuration, workflow, scripting, integration, and performance issues.
• Replicate reported issues in controlled environments and perform test validation to confirm behaviors.
• Document detailed reproduction steps, troubleshooting actions, and resolutions in Salesforce.
• Collaborate with Backline Engineers, Product Management, and Cloud Operations to escalate complex defects.
• Own cases until resolution or proper handoff, ensuring timely updates and clear communication.
• Contribute to the knowledge base with new solutions, FAQs, and process improvements.
• Participate in swarm sessions to accelerate resolution of widespread or critical issues.
• Meet or exceed KPIs for response time, resolution time, and customer satisfaction.
• Represent the voice of the customer and provide feedback on product usability and gaps.

REQUIRED QUALIFICATIONS

• 1–3 years in SaaS technical support or related customer-facing troubleshooting role.
• Familiarity with web technologies (HTML, XML, JavaScript, REST APIs) and relational databases (SQL).
• Experience with application configuration, user roles, and permissions.
• Strong analytical, written, and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with Salesforce Service Cloud or similar CRM system.
• Demonstrated curiosity, accountability, and follow-through.

DESIRED QUALIFICATIONS

• Experience supporting government or enterprise SaaS applications.
• Familiarity with Accela Civic Platform, Citizen Access, or Accela Mobile.
• Basic scripting or SQL for testing and data analysis.
• Understanding of cloud environments (Azure, AWS).
• Associate’s or Bachelor’s degree in Computer Science, IT, or a related field.

 Core Competencies

• Customer Empathy: Anticipates and responds to customer needs with patience and understanding.
• Testing & Replication: Accurately reproduces issues to isolate root cause and validate fixes.
• Ownership: Takes accountability for case quality and customer satisfaction.
• Collaboration: Partners effectively with peers and cross-functional teams.
• Continuous Improvement: Identifies and documents process and product improvements.

ABOUT ACCELA
For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Accela 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.

AND WELL-BEING
The annual base for this full-time position is (less applicable taxes). The actual annual base offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. In addition to an annual base this position is eligible for an annual bonus target. This is a discretionary bonus awarded based on company and individual goal achievement.
 
Accela’s U.S. team members will receive a generous benefits package consisting of options including flexible time off, comprehensive medical, dental, and vision plans, family planning benefits, 401(k) retirement savings plan with company match, health savings account with company contributions, flexible spending account, life, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits.

 Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.

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