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Client Portal Support Specialist (SalesForce Focused)

1 week, 1 day ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Asana JIRA Monday.com Salesforce
Apply Now
Modern Family Law

Modern Family Law

Modern Family Law provides compassionate and innovative legal representation in divorce and family law, focusing on helping modern families navigate the complexities of family dynamics while prioritizing the well-being of children.

Specialized Consumer Services
51-250
Founded 2004
View All Jobs 10

Description

  • Monitor, manage, and respond to client portal and Salesforce-related support tickets.
  • Troubleshoot issues involving portal access, Salesforce functionality, permissions, workflows, and system performance.
  • Triage and prioritize support requests based on urgency, business impact, and client needs.
  • Support Salesforce users with account access, profiles, permissions, reporting issues, and workflow troubleshooting.
  • Track, maintain, and monitor support cases to ensure timely resolution and service-level adherence.
  • Document case details, statuses, notes, resolutions, and follow-up actions in Salesforce or other ticketing systems.
  • Generate reporting on ticket volume, trends, resolution times, recurring issues, and team performance metrics.
  • Analyze support data to identify recurring problems, process gaps, and operational improvement opportunities.
  • Identify and document Salesforce bugs, configuration issues, and enhancement requests.
  • Collaborate with cross-functional teams to improve system usability, reporting visibility, support operations, and documentation.

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 such as Asana, Jira, or Monday.com.
  • Experience supporting SaaS platforms or web-based applications is preferred.
  • Familiarity with Salesforce Service Cloud, Experience Cloud, or client portal integrations is preferred.
  • Experience creating or maintaining Salesforce reports and dashboards is preferred.
  • Basic technical understanding of web applications, APIs, user permissions, and troubleshooting workflows is preferred.
  • Experience with CRM systems and client-facing platforms is preferred.
  • Salesforce certifications such as Salesforce Administrator or Service Cloud certification are a plus.
  • Experience documenting processes and creating support knowledge base articles is preferred.

Benefits

  • Medical, dental, and vision health care coverage.
  • Retirement plan including 401(k) and IRA options.
  • Life insurance coverage, including basic, voluntary, and AD&D.
  • Paid time off, including vacation, sick leave, and public holidays.
  • Short-term and long-term disability coverage.
  • Training and development support.
  • Work-from-anywhere eligibility after 6 months.
  • Salary range for California: $31.25/hr to $38.46/hr.
  • Health insurance with HSA/FSA options and access to an employee assistance program.
  • Additional voluntary benefits such as accident, critical illness, long-term care, and pet insurance.
  • Commuter and transit benefits may be available in some locations.

Interested in this position?

Apply directly on the company website

Apply Now

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