Salesforce Support Triage Specialist - Associate Director - Chicago

About the Role

BRM's global Revenue Enablement Team is tasked with ensuring that Fitch Rating’s Business & Relationship Management team (BRM) has the right resources in place to sell more effectively. The team seeks to improve BRM’s ability to spend more time on revenue and value-generating activities and less time on admin-related tasks. The team focuses on improvements in BRM’s processes, technology reporting, content, and training. We’re looking for a Salesforce Support Triage Specialist to elevate BRM effectiveness through expert, user-focused case intake and resolution. This individual will be responsible for quickly understanding, diagnosing, and categorizing support cases, ensuring timely and appropriate resolution. The Triage Specialist will act as the front face of Salesforce Support, enhancing communication, responsiveness, and satisfaction for our global BRM stakeholders.

What We Offer

• Great Development Opportunity: This role offers the chance to build core skills in communication, organization, and analytics by partnering with a diverse stakeholder group and working hands-on with Salesforce, Jira, and AI-assisted support tools.
• High Visibility: As part of the Revenue Enablement team, you will play a crucial role in enhancing the efficiency and effectiveness of Fitch Rating’s BRM team, ensuring your contributions are highly visible and impactful.
• Amazing Team: You'll be collaborating closely with a dynamic and supportive group of experts within the Revenue Enablement and Salesforce teams, fostering a culture of continuous learning and professional growth.
• Great Benefits: Fitch Group is committed to providing a competitive benefits package, reflecting our appreciation for the hard work and dedication of our employees.

Responsibilities

• Frontline Case Intake and Drop-in Support: Serve as the first point of contact for BRM, providing virtual and in-person support to capture, clarify, and triage Salesforce issues in real time. Quickly understand, diagnose, and categorize support cases, ensuring timely and appropriate resolution. Act as the front face of Salesforce Support to enhance communication, responsiveness, and satisfaction for our global BRM stakeholders.
• Rapid Triage and Escalation: Distinguish between bugs, quick fixes, configuration requests, training needs, and general inquiries. Document clear reproduction steps, business impact, and environment details; route bugs to Development via Jira with complete context; resolve admin-level items within permissions; and escalate complex cases to the right team with defined SLAs. Swiftly diagnose, categorize, and escalate issues to reduce inefficiencies and free BRM from administrative burdens.
• Case Analytics and Continuous Improvement: Analyze case trends to identify root causes, process gaps, and training opportunities. Propose and implement improvements that streamline workflows, accelerate bug resolution, and enhance user outcomes. Maintain a clear backlog of improvements with prioritization criteria tied to business impact.
• Knowledge Materials: Build and maintain simple how‑to guides, FAQs, and checklists to speed resolution and cut repeat tickets. Ensure materials are easy to scale and maintain, and tailor key content for Dev, QA, and Support teams.
• AI-Assisted Support Persona: Develop and maintain an AI-assisted triage persona to standardize intake questions, suggest likely categorizations, and propose next steps. Partner with SMEs to curate prompts and guardrails, validate outputs, and refine performance based on user feedback and case outcomes.
• Relationship Building: Build strong relationships across Business Relationship Management to align Salesforce and Revenue Enablement objectives with their needs. Maintain open, proactive communication to ensure users feel heard and informed throughout the support journey.
• Collaboration: Work closely with Revenue Enablement, Salesforce Admins/Developers, and QA to align on priorities, SLAs, and handoffs. Share insights frequently to drive consistent, high-quality support and business continuity.

Requirements

• Strong Communication and Organization: Clear, concise communicator with excellent stakeholder-facing skills; highly organized in managing case intake, documentation, and follow-ups.
• Proactive and Investigative Mindset: Quickly understand issues, ask the right questions, dig into details to identify root causes, and drive next steps without prompting.
• Salesforce Experience: Previous, hands-on Salesforce experience strongly preferred.
• Productivity Tools: Experience with Microsoft SharePoint, Stream, Outlook, PowerPoint, Excel, and Word.
• Workflow and Documentation Tools: Familiarity with Jira, Confluence, Microsoft Project, and Microsoft Forms.
• AI Exposure: Experience developing or working with AI tools is a plus, especially for triage and intake optimization.

Qualifications

• Exceptional written and verbal communication, clear presentation skills, and meticulous case documentation and follow-through.
• Self-starter who actively probes for root causes, asks targeted questions, and drives next steps to resolution without waiting for prompts.
• Skilled at quickly assessing details, identifying patterns, prioritizing severity, and categorizing issues for the right resolution path.
• Works effectively with BRM stakeholders and technical teams, fostering trust and smooth handoffs.
• Customer-focused, responsive, and committed to timely, accurate triage and a positive support experience.

Pay

FOR CHICAGO ONLY: Expected base pay rates for the role will be between $80,000 and $95,000. Actual salaries will be determined on an individualized basis and may vary based on factors including but not limited to education, training, experience, past performance, and other job-related factors. Base pay is one part of Fitch’s total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, long-term incentives, and other benefits sponsored by Fitch.