Remote Salesforce CRM Support Specialist

Peraton

Northern (KY)

Hybrid

USD 80,000 - 128,000

Full time

14 days+

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Job summary

Peraton is seeking a CRM Help Desk / Support Specialist for a 100% remote role. You will manage Salesforce Service Cloud case queues, triage requests, and perform admin tasks including user provisioning and data updates.

The role requires strong troubleshooting, excellent communication with non-technical users, and experience in IT help desk support, with DoD clearance and US citizenship. Knowledge of SLA-driven processes is essential.

Qualifications

5 years work experience with BS/BA; 3 years with MS/MA; 0 years with PhD
US Citizenship
Active DoD Secret clearance
Knowledge of Salesforce Service Cloud, case management workflows, queues, assignment rules, and escalation processes
Ability to manage high-volume case queues independently while meeting SLA
Experience with IT service management tools and ticketing systems
Customer-first mindset with ability to communicate with non-technical end users
2-3 years 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)

Responsibilities

Manage the Salesforce support case queue, triage requests, and ensure SLA adherence
Troubleshoot and resolve end-user issues related to Salesforce CRM functionality
Perform administrative tasks: catalog updates, user provisioning, permission set assignments, account access resolution
Redirect irrelevant cases and create tickets for actions required
Make routine record changes and data corrections within Salesforce
Escalate complex issues with thorough documentation to senior admins
Create and maintain knowledge base articles, FAQs, and user guides for self-service
Track and report support metrics: case volume, resolution time, SLA compliance