CRM Support Specialist

Peraton•,

4d•$80,000 - $128,000•Remote

About The Position

The CRM Help Desk / Support Specialist will manage the case queue within an enterprise Salesforce CRM platform, triaging and responding to customer support requests in a timely manner. This individual will perform administrative tasks within the platform, serve as the primary point of contact for end-user support inquiries, and ensure cases are resolved or escalated in accordance with established service-level expectations. This role will be 100% Remote.

Requirements

5 years work experience with BS/BA; 3 years with MS/MA; 0 years with PhD
US Citizenship
Active DoD Secret clearance
Working knowledge of Salesforce Service Cloud, case management workflows, queues, assignment rules, and escalation processes
Proven ability to manage high-volume case queues independently while maintaining SLA adherence
Strong troubleshooting and problem-solving skills
Experience with IT service management tools and ticketing systems
Customer-first mindset with ability to communicate effectively with non-technical end users
2-3 years of IT help desk or application support experience, with at least 2 years supporting Salesforce CRM environments

Nice To Haves

Salesforce Administrator certification
CompTIA A+ or similar IT support certification
Experience supporting government or DoD end users
Familiarity with knowledge management best practices

Responsibilities

Monitor and manage the Salesforce support case queue, prioritizing incoming requests and maintaining SLA adherence
Triage, troubleshoot, and resolve end-user issues related to Salesforce CRM functionality
Perform administrative tasks including product catalog updates, user provisioning, permission set assignments, and account access resolution
Redirect irrelevant cases and create tickets for valid requests requiring further action
Make routine record changes and data corrections within the platform
Escalate complex technical issues to senior administrators with thorough documentation of troubleshooting steps
Create and maintain knowledge base articles, FAQs, and user guides to enable self-service
Track and report on support metrics including case volume, resolution time, and SLA compliance