CRM Support Specialist

Peraton; United States; Remote; USD 80,000 - 128,000; Full time

Job summary

Peraton is seeking a remote CRM Help Desk / Support Specialist to manage Salesforce case queues, triage requests, and perform admin tasks within the platform. You will be the primary contact for end-user support and ensure cases are resolved or escalated according to SLAs.

This role requires US Citizenship and a DoD Secret clearance. You will work 100% remotely supporting government clients, handling high-volume queues, knowledge base creation, and metrics tracking to improve service delivery.

Qualifications

• BS/BA with 5+ years experience; MS/MA with 3 years; PhD not required.
• U.S. Citizenship and ability to obtain DoD clearance.
• Experience with Salesforce Service Cloud and case management workflows.
• Ability to manage high-volume queues and meet SLA targets.
• Strong troubleshooting and end-user communication skills.
• Experience with IT service management tools and ticketing systems.

Responsibilities

• Manage Salesforce case queue and triage requests to meet SLA.
• Triage, troubleshoot, and resolve end-user Salesforce issues.
• Perform admin tasks including catalog updates, user provisioning, and permissions.
• Redirect irrelevant cases and create tickets for actions needed.
• Make routine data changes and escalate complex issues with thorough notes.
• Create and maintain knowledge base articles and user guides.
• Track metrics on case volume, resolution time, and SLA compliance.

Skills

Troubleshooting

Customer communication

High-volume queues management

Escalation processes

Education

BS/BA

MS/MA

Tools

Salesforce Service Cloud

Ticketing systems

IT service management tools

Job description

Responsibilities

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.

Other Responsibilities Include:

• 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

Qualifications

Required Qualifications:

• 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

Other Preferred Qualifications:

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

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$80,000 - $128,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.