Salesforce Triage Specialist - Associate Director

Salesforce Support Triage Specialist – Associate Director (London)

Fitch Ratings

BRM – Revenue Enablement (Fitch Ratings) is currently seeking a Salesforce Support Triage Specialist based out of our London office. The team focuses on improving BRM’s processes, technology reporting, content, and training.

• Great Development Opportunity:
  Build core skills in communication, organization, and analytics by partnering with diverse stakeholders and working hands‑on with Salesforce, Jira, and AI‑assisted support tools.
• High Visibility:
  Play a crucial role in enhancing the efficiency and effectiveness of Fitch Rating’s BRM team, ensuring contributions are highly visible and impactful.
• Amazing Team:
  Collaborate closely with a dynamic and supportive group of experts within the Revenue Enablement and Salesforce teams, fostering continuous learning and professional growth.
• Great Benefits:
  Competitive benefits package reflecting appreciation for hard work and dedication.

• Frontline Case Intake and Drop‑in Support:
  First point of contact for BRM, providing virtual and in‑person support to capture, clarify, and triage Salesforce issues in real time.
• Rapid Triage and Escalation:
  Distinguish bugs, quick fixes, configuration requests, training needs and general inquiries, route bugs to Development via Jira, resolve admin‑level items and escalated complex cases with defined SLAs.
• Case Analytics and Continuous Improvement:
  Analyze case trends to identify root causes, process gaps, and training opportunities, propose and implement improvements that streamline workflows.
• Proactive Quick Learner:
  Absorb processes, develop strong understanding of current workflows and systems, investigate issues to root cause quickly.
• Knowledge Materials:
  Build and keep simple how‑to guides, FAQs, and checklists up to date to speed resolution and reduce repeat tickets.
• AI‑Assisted Support Persona:
  Develop and maintain an AI‑assisted triage persona to standardize intake questions, suggest categorizations and propose next steps.
• Relationship Building:
  Build strong relationships across Business Relationship Management to ensure Salesforce and Revenue Enablement objectives meet needs.
• Collaboration:
  
  Work closely with Revenue Enablement, Salesforce Admins/Developers, QA to align on priorities, SLAs and handoffs.

• 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:
  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.

• 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.

At Fitch Group, the combined power of our global perspectives is what differentiates us. Our global network of colleagues comes together to accomplish things greater than they ever could alone.

• Director

• Full‑time

• Sales and Business Development