ResponsibilitiesThe 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
Qualifications
Required Qualifications:
- 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 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
Target Salary Range$80,000 - $128,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
