Remote Salesforce CRM Support Specialist

Peraton; Reston (VA); On-site; USD 80,000 - 128,000; Full time

Benefits offered by this job

Remote work

Job summary

Peraton seeks a CRM Support Specialist to manage Salesforce Service Cloud cases, triage issues, and perform administrative tasks in a 100% remote role. The role requires US citizenship and a DoD Secret clearance with 5 years of BS/BA experience (or 3 years for MS) across enterprise Salesforce environments.

Strong SLAs and customer-first communication are essential. Responsibilities include prioritizing queues, troubleshooting, user provisioning, and maintaining knowledge bases while reporting on

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

Responsibilities

• 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

Skills

Customer service

Troubleshooting

SLA adherence

Communication

Case management

End-user support

Education

BS/BA

MS/MA

Tools

Salesforce Service Cloud

IT ticketing systems

Job description

Peraton seeks a CRM Support Specialist to manage Salesforce Service Cloud cases, triage issues, and perform administrative tasks in a 100% remote role. The role requires US citizenship and a DoD Secret clearance with 5 years of BS/BA experience (or 3 years for MS) across enterprise Salesforce environments.

Strong SLAs and customer-first communication are essential. Responsibilities include prioritizing queues, troubleshooting, user provisioning, and maintaining knowledge bases while reporting on