Salesforce Support Triage Specialist - Associate Director - Toronto

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.
• We’ll Count on You To:
• 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. You will be responsible for quickly understanding, diagnosing, and categorizing 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. By swiftly diagnosing, categorizing, and escalating issues with a focus on customer service and clarity you will reduce inefficiencies from knowledge gaps and poor communication, freeing BRM from administrative burdens and repeated follow-ups.
• 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.
• Proactive quick learner: 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.
• Knowledge materials: Build and keep simple how‑to guides, FAQs, and checklists up to date to speed resolution and cut repeat tickets. Make them 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 ensure Salesforce and Revenue Enablement objectives meet their needs. Maintain open, proactive communication so users feel heard and informed throughout the support journey.
• Collaboration: 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.

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