CRM Support Specialist

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $80k - $128k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Peraton

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Peraton is a mission-focused enterprise that supports national security initiatives through advanced IT and cyber services. They provide capabilities in areas such as cyber defense, cloud operations, engineering, and intelligence. With a commitment to solving complex challenges, Peraton integrates data-driven technologies to ensure mission success for their military and government clients.

📋 Description

• Manage the case queue within an enterprise Salesforce CRM platform • Triage and respond to customer support requests in a timely manner • Perform Salesforce administrative tasks, including product catalog updates, user provisioning, permission set assignments, and account access resolution • Serve as the primary point of contact for end-user support inquiries • Monitor and manage the Salesforce support case queue, prioritizing requests and maintaining SLA adherence • Triage, troubleshoot, and resolve end-user issues related to Salesforce CRM functionality • 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 troubleshooting documentation • Create and maintain knowledge base articles, FAQs, and user guides • Track and report support metrics, including case volume, resolution time, and SLA compliance • Resolve or escalate cases according to established service-level expectations

🎯 Requirements

• 8 years with BS/BA; minimum of 6 years with MS/MA; minimum of 3 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 • 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 • Salesforce Administrator certification preferred • CompTIA A+ or similar IT support certification preferred • Experience supporting government or DoD end users preferred • Familiarity with knowledge management best practices preferred

🏖️ Benefits

• Potential eligibility for overtime • Potential eligibility for shift differential • Potential eligibility for a discretionary bonus • Equal opportunity employment, including disability and protected veterans