Client Portal Support Specialist – SalesForce Focused
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Job Description
Client Portal Support Specialist at Modern Family Law managing client portal and Salesforce support tickets. Troubleshooting issues and ensuring efficient resolution while collaborating across teams.
Responsibilities:
- Monitor, manage, and respond to incoming client portal and Salesforce-related support tickets
- Troubleshoot user issues related to portal access, Salesforce functionality, permissions, workflows, and system performance
- Resolve support requests efficiently while maintaining a high level of customer satisfaction
- Triage and prioritize tickets based on urgency, business impact, and client needs
- Support Salesforce users by assisting with account access, profiles, permissions, reporting issues, and workflow troubleshooting
- Track, maintain, and monitor support cases to ensure timely resolution and adherence to service expectations
- Maintain accurate case documentation, statuses, notes, and follow-up actions within Salesforce or ticketing systems
- Generate and provide regular reporting on support case volume, trends, resolution times, recurring issues, and team performance metrics
- Analyze support data to identify recurring issues, process gaps, and opportunities for operational improvements
- Identify and document Salesforce-related bugs, configuration issues, and enhancement requests
- Delegate or escalate issues to appropriate internal teams when necessary
- Clearly document issues, resolutions, and workflows for future reference and knowledge sharing
- Communicate updates and resolutions to clients in a clear, professional, and timely manner
- Assist in maintaining internal knowledge bases, support documentation, and Salesforce support procedures
- Collaborate with cross-functional teams to improve system usability, reporting visibility, and support operations
Requirements:
- 1–3+ years of experience in a support, help desk, client services, Salesforce support, or case management role
- Hands-on experience supporting Salesforce users and troubleshooting Salesforce-related issues
- Experience tracking, managing, and reporting on support cases and service metrics
- Strong understanding of Salesforce navigation, user management, permissions, and support workflows
- Familiarity with reporting dashboards, support KPIs, and case tracking processes
- Strong problem-solving and analytical skills
- Excellent written and verbal communication skills
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
- Experience working with ticketing systems (e.g., Asana, Jira, Monday.com)
- Comfortable collaborating cross-functionally with technical and non-technical teams
- High attention to detail and organizational skills
- Experience supporting SaaS platforms or web-based applications
- Familiarity with Salesforce Service Cloud, Experience Cloud, or client portal integrations
- Experience creating or maintaining Salesforce reports and dashboards
- Basic technical understanding of web applications, APIs, user permissions, and troubleshooting workflows
- Experience with CRM systems and client-facing platforms
- Salesforce certifications (e.g., Salesforce Administrator or Service Cloud certification) are a plus
- Experience documenting processes and creating support knowledge base articles
Benefits:
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Work from Anywhere -- eligible after 6 months.
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