Client Portal Support Specialist

Colorado, United States. Texas, United States. Georgia, United States. Virginia, United StatesFull-TimeMiddle

Salary65,000 - 80,000 USD per year

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Job Details

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
Experience working with ticketing systems (e.g., Asana, Jira, Monday.com)
Experience supporting SaaS platforms or web-based applications
Familiarity with Salesforce Service Cloud, Experience Cloud, or client portal integrations
Strong problem-solving and analytical skills
Excellent written and verbal communication skills
Experience documenting processes and creating support knowledge base articles

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
Generate and provide regular reporting on support case volume, trends, and team performance metrics
Identify and document Salesforce-related bugs, configuration issues, and enhancement requests
Maintain internal knowledge bases and support documentation

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