Client Portal Support Specialist – SalesForce Focused

🕒 May 27

🏄 California, Washington – Remote

🏄 California – Remote ☕ Washington – Remote

💵 $36 - $43 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

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Modern Family Law

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2004

👥 B2C

B2C

Modern Family Law is a forward-thinking, tech-savvy, and compassionate family law firm that helps individuals and families navigate divorce, custody, support, and related family-law matters. The firm emphasizes cost-effective, technology-driven services (including calculators, a Resource Center, and flexible billing/SimpleStart retainers), operates across multiple U. S. locations, and supports career development through LLP support and a post-bar clerk mentorship program.

📋 Description

• 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.