Client Portal Support Specialist (Sales Force Focused)

Modern Family Law, a boutique law firm specializing in Family Law, is seeking a detail-oriented and proactive Client Portal Support Specialist with strong Salesforce support experience to join our team. Modern Family Law offers dynamic compensation, a wide array of benefit selections, and a culture built on family. This role is responsible for managing and resolving support tickets related to our client portal and Salesforce-integrated systems, ensuring a smooth and efficient experience for our clients. The ideal candidate is a strong problem-solver who can troubleshoot user issues, manage support workflows, track support trends and metrics, and collaborate cross-functionally with technical and operational teams. Experience supporting Salesforce users, permissions, integrations, and case management processes is essential. Key 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 Success in This Role Looks Like: Timely and accurate resolution of client portal and Salesforce support tickets Clear, professional, and proactive communication with clients and internal teams Effective prioritization, troubleshooting, and escalation management Accurate tracking and reporting of support cases, trends, and service metrics Strong support and adoption of Salesforce processes and workflows Contribution to improved support operations, documentation, reporting visibility, and client experience Identification of recurring issues and recommendations for long-term improvements Skills and Competencies: Ability to communicate professionally and interact effectively with employees, managers, leadership, attorneys, support staff, and external partners Ability to be a proactive self-starter who can operate independently while managing multiple priorities and deadlines Demonstrated attention to detail, reliability, organization, and follow-through Strong customer service and relationship-building skills with the ability to support a professional, timely, and organized client portal and Salesforce support experience. Ability to identify process gaps and recommend practical solutions to improve efficiency, consistency, and operational effectiveness Flexibility and ability to respond positively to shifting priorities and business needs Ability to work under pressure and manage competing priorities while maintaining accuracy and professionalism Ability to work in a primarily computer-based environment, including extended periods of sitting, screen time, typing, and use of standard office equipment Ability to occasionally lift and move office equipment or materials weighing up to 10 pounds Ability to work occasional evenings or adjusted hours as needed to support client portal, Salesforce, or time-sensitive operational needs