CRM Support Specialist
New
P
PeratonNational Security
United StatesFull-TimeMiddle
Salary$80,000 - $128,000
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Job Details
- Experience
- 5 years 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, with at least 2 years supporting Salesforce CRM environments
- Required Skills
- SalesforceData entryTechnical support
Requirements
- 5 years work experience with BS/BA; 3 years with MS/MA; 0 years with PhD
- 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
- Salesforce Administrator certification preferred
- CompTIA A+ or similar IT support certification preferred
- Experience supporting government or DoD end users preferred
Responsibilities
- 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
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