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.

• 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

• 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

• 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

• 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, )
• Comfortable collaborating…