Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees solve the most daunting challenges that our customers face. Visit peraton.com to learn how we’re keeping people around the world safe and secure.
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
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.
Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.
Application Statements: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
