Salesforce Support Specialist

We are seeking a full-time, remote Salesforce Support Specialist with at least 2 years of experience in Salesforce administration, support, or configuration to work with our U.S. law firm client.

As a member of the Litigation Support Team, you will partner with the operations and training teams to optimize how our client uses Salesforce (Litify) for case management and legal workflows. You will serve as a first line of support for the client's users, ensuring they receive quick, clear answers and reliable technical solutions.

In addition to helping end users, you will configure and maintain Salesforce and Litify features, such as reports, dashboards, and basic automation. You will balance daily support tickets with project-based enhancements, using sound judgment to escalate or prioritize issues as needed.

Our client is one of the fastest-growing law firms in the U.S. with 54 offices and a comprehensive scope of over 130 practice areas. Focused on litigation, regulatory, and corporate matters, the client serves clients across a diverse range of industries. The client's unique legal talent comprises different backgrounds and experiences, which has made them the largest minority-owned law firm in the country.

Responsibilities

• User Support and Escalation
• Provide Tier 1 support for Salesforce and Litify users, resolving common questions and issues
• Document and escalate complex cases to Tier 2, IT, or Litify Support with clear background notes
• Track recurring issues and suggest improvements in workflows or training
• Salesforce and Litify Configuration
• Create and adjust page layouts, record types, and permissions for attorneys and staff
• Support configuration of Litify applications, including matter plans, folder structures, and other legal-specific tools
• Maintain and optimize reports and dashboards to ensure data is accessible and actionable, considering the client's Office and Department structures
• Make changes to Salesforce Flows and other low-code automations under guidance from the Salesforce Admin team
• Onboarding and Projects
• Assist with onboarding new attorney groups and practice areas, including setting up folder assignments, reports, and dashboards
• Assist with Document migration mapping activities, data clean-up, and processing incoming and outgoing file transfer requests using Litify tools
• Participate in testing new features and customizations and document feedback for Litigation Support or external partners
• Help organize and maintain Salesforce metadata and support documentation
• Communication and Training
• Communicate updates, resolutions, and best practices to end users in a clear and approachable way
• Partner with the Training team to develop FAQs, quick reference guides, and training materials
• Gather user feedback and translate it into actionable requests for the Litigation Support and Admin teams

Required Experience

• Excellent written and verbal English communication skills with a service-oriented mindset
• 2+ years of Salesforce experience in an administration, support, or configuration role
• Strong end-user support skills with the ability to explain technical concepts in plain language
• Familiarity with page layouts, record types, permission sets, reports, dashboards, and Salesforce Flow
• Ability to manage multiple priorities and escalate appropriately.
• Demonstrated ability to work independently or within a broader team
• Trustworthy, team-oriented, and transparent

Preferred Experience

• Experience with Litify or another legal-focused Salesforce application
• Background in professional services, operations, or another end-user-heavy environment
• Experience with Document and Data Migrations
• Proficiency with Microsoft tools, including Outlook and Excel
• Experience supporting 200 or more users in a distributed or multi-office organization

Additional Information

• Knowing your ideas are heard and matter, think big
• You get to own your job and be recognized for your contributions
• Work with innovative and creative people
• Making mistakes is human. Let's learn from them. Be transparent
• We recognize you as an individual, with no presumptions or judgment. Be the extraordinary you
• 15 days Paid Time Off (PTO), one floating day, three sick days, and your national holidays
• Start: ASAP

About Velozient

We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment. We are focused on providing world-class remote resources to work as valued client team members. If this type of opportunity excites you, then consider joining our team