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# CRM Support Specialist

- **Company:** Peraton Inc
- **Location:** United States (Remote available)
- **Experience:** Starter
- **Salary:** $80,000.0 - $128,000.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Knowledge Management, Salesforce.Com, User Provisioning Software
- **Published:** August 11, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9085667/crm-support-specialist

## About the Role

* 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

## Description

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


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