Salesforce Support Triage Specialist - Associate Director - Chicago

Fitch Group•Chicago, IL

8d•Onsite

About The Position

The BRM (Business & Relationship Management) 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. By rapidly diagnosing, categorizing, and escalating issues with a focus on customer service and clarity this role will dramatically reduce inefficiencies and delays stemming from knowledge gaps and poor communication.

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.
Previous, hands-on Salesforce experience strongly preferred.
Experience with Microsoft SharePoint, Stream, Outlook, PowerPoint, Excel, and Word.
Familiarity with Jira, Confluence, Microsoft Project, and Microsoft Forms.

Nice To Haves

AI exposure: Experience developing or working with AI tools is a plus, especially for triage and intake optimization.
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.

Responsibilities

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.
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.
Escalate complex cases to the right team with defined SLAs.
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.
Quickly absorb processes and develop a strong understanding of current workflows and systems.
Proactively investigate issues to get to the root cause quickly and use initiative to determine the next steps.
Build and keep simple how-to guides, FAQs, and checklists up to date to speed resolution and cut repeat tickets.
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.
Build strong relationships across Business Relationship Management to ensure Salesforce and Revenue Enablement objectives meet their needs.
Maintain open, proactive communication so users feel heard and informed throughout the support journey.
Work closely with Revenue Enablement, Salesforce Admins/Developers, QA, to align on priorities, SLAs, and handoffs.
Share insights frequently to drive consistent, high-quality support and business continuity.