Client Portal Support Specialist – SalesForce Focused

Modern Family Law

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.

Posted 5/27/2026full-timeRemote • California, Colorado, Texas, Virginia, Washington • 🇺🇸 United StatesJunior💰 $36 - $43 per hourWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Salesforce supporttroubleshootingcase managementreportinguser managementpermissionsSalesforce Service CloudSalesforce Experience CloudSaaS platformsweb applications

Soft Skills

problem-solvinganalytical skillswritten communicationverbal communicationtask managementprioritizationattention to detailorganizational skillscollaborationcustomer satisfaction

Certifications

Salesforce AdministratorService Cloud certification