Client Portal Support Specialist – Salesforce Focused

Role Overview

• 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

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
• 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

Tech Stack

• Cloud

Benefits

• 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.