Client Portal Support Specialist
New
M
Modern Family LawLegal Services
California, United States. Washington, United StatesFull-TimeMiddle
Salary75,000 - 90,000 USD per year
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Job Details
- Experience
- 1–3+ years
- Required Skills
- SalesforceJiraTechnical supportCRMSaaSAsana
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
- 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
- Basic technical understanding of web applications, APIs, user permissions, and troubleshooting workflows
- Experience documenting processes and creating support knowledge base articles
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
- Generate and provide regular reporting on support case volume, trends, and team performance metrics
- Analyze support data to identify recurring issues, process gaps, and opportunities for operational improvements
- Maintain internal knowledge bases, support documentation, and Salesforce support procedures
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