CRM Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the case queue within an enterprise Salesforce CRM environment.

• Assess and respond to customer support inquiries promptly.

• Conduct administrative functions within the Salesforce platform.

• Act as the main point of contact for end-user support questions.

• Ensure that cases are either resolved or escalated in line with service-level expectations.

• Monitor and prioritize incoming Salesforce support requests while ensuring adherence to SLAs.

• Diagnose and resolve end-user issues related to Salesforce CRM features.

• Execute product catalog updates, user provisioning, permission set assignments, and account access resolutions.

• Redirect irrelevant cases and generate tickets for valid requests needing further action.

• Perform routine record modifications and data corrections.

• Escalate complex technical issues to senior administrators, accompanied by troubleshooting documentation.

• Develop and maintain knowledge base articles, FAQs, and user manuals.

• Monitor and report on support metrics, including case volume, resolution times, and SLA compliance.

⛳️ Requirements

• Minimum of 5 years of work experience with a BS/BA; 3 years with an MS/MA; no experience required with a PhD.

• 2–3 years of experience in IT help desk or application support roles.

• At least 2 years of experience supporting Salesforce CRM environments.

• Must be a US Citizen.

• Active DoD Secret clearance is required.

• Familiarity with Salesforce Service Cloud, case management workflows, queues, assignment rules, and escalation procedures.

• Capability to independently handle high-volume case queues while ensuring SLA compliance.

• Excellent troubleshooting and problem-solving abilities.

• Experience with IT service management tools and ticketing software.

• Effective communication skills with non-technical end-users.

• Salesforce Administrator certification is preferred.

• CompTIA A+ or similar IT support certification is preferred.

• Experience supporting government or DoD end users is preferred.

• Knowledge of best practices in knowledge management is preferred.

🏝️ Benefits

• Competitive base salary ranging from $80,000 to $128,000 annually.

• Eligibility for overtime may apply to employees.

• Employees may qualify for shift differential compensation.

• Employees may be considered for a discretionary bonus.

• Commitment to equal opportunity employment, including for individuals with disabilities and protected veterans.