CRM Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $80k - $128k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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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 administrative tasks within the Salesforce platform • Serve as the primary point of contact for end-user support inquiries • Ensure cases are resolved or escalated according to service-level expectations • Monitor and prioritize incoming Salesforce support requests while maintaining SLA adherence • Troubleshoot and resolve end-user issues related to Salesforce CRM functionality • Perform 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 • Escalate complex technical issues to senior administrators with 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

🎯 Requirements

• 5 years of work experience with BS/BA; 3 years with MS/MA; 0 years with PhD • 2–3 years of IT help desk or application support experience • At least 2 years supporting Salesforce CRM environments • US Citizenship • Active DoD Secret clearance • Working knowledge of Salesforce Service Cloud, case management workflows, queues, assignment rules, and escalation processes • Ability to independently manage high-volume case queues 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 • 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

• Base salary of $80,000 - $128,000 per year • Employees may be eligible for overtime • Employees may be eligible for shift differential • Employees may be eligible for a discretionary bonus • Equal opportunity employment, including disability and protected veterans