Client Portal Support Specialist (SalesForce 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 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 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. Mandatory Notices for Applicants: ADA Compliance: Candidates must be able to perform the role’s duties with or without reasonable accommodations. Requests for accommodations should be made to the Director of People Operations in advance. Compensation and Benefits: Salary Range for California: $31.25/hr - $38.46/hr. This range is a reasonably reliable estimate of the base salary that this role is expected to receive. Actual pay will be adjusted based on experience, location, and other job-related factors permitted by law. Comprehensive benefits package includes health insurance, HSA/FSA options, short-term and long-term disability, dental and vision care, life insurance, 401(k), vacation, sick time, and access to an employee assistance program. Additional voluntary benefits include accident insurance, life insurance, disability insurance, critical illness insurance, long-term care insurance, and pet insurance. Commuter and transit benefits may be available in some locations. Pursuant to the local Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Modern Family Law is committed to diversity and inclusion in the workplace. Individuals seeking employment at MFL are considered without regard to race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, disability, veteran status, or genetic information, among other protected bases.