Client Portal Support Specialist (SalesForce Focused)

Modern Family Law • Virginia, United States • Washington, United States

No Relocation

Posted: May 26, 2026

Job Description

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

Additional Content