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- Tasks: Support the BRM team by diagnosing and resolving Salesforce issues efficiently.
- Company: Join Fitch Ratings, a leader in financial information and analytics.
- Benefits: Enjoy competitive benefits, professional growth, and a supportive team environment.
- Why this job: Make a real impact by enhancing communication and efficiency for global stakeholders.
- Qualifications: Strong communication skills and previous Salesforce experience preferred.
- Other info: Collaborate with a dynamic team and develop core skills in a fast-paced environment.
The predicted salary is between 48000 - 72000 Ā£ per year.
BRM - Revenue Enablement (Fitch Ratings) is currently seeking a Salesforce Support Triage Specialist based out of our London office. 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. 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.
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 handsāon with Salesforce, Jira, and AIāassisted 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: Youāll 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 ināperson 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.
- 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 elevate complex cases to the right team 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, accelerate bug resolution, and enhance user outcomes.
- 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 howāto guides, FAQs, and checklists up to date to speed resolution and cut repeat tickets.
- AI-Assisted Support Persona: Develop and maintain an AIāassisted triage persona to standardize intake questions, suggest likely categorizations, and propose next steps.
- Relationship Building: Build strong relationships across Business Relationship Management to ensure Salesforce and Revenue Enablement objectives meet their needs.
- Collaboration: Work closely with Revenue Enablement, Salesforce Admins/Developers, QA, to align on priorities, SLAs, and handoffs.
What You Need to Have:
- 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, handsāon 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.
What Would Make You Stand Out:
- Exceptional written and verbal communication, clear presentation skills, and meticulous case documentation and follow-through.
- Selfāstarter 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.
- Customerāfocused, responsive, and committed to timely, accurate triage and a positive support experience.
Why Fitch? 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.
Salesforce Support Triage Specialist - Associate Director (London) employer: Fitch Group, Inc., Fitch Ratings, Inc., Fitch Solutions Group
Contact Detail:
Fitch Group, Inc., Fitch Ratings, Inc., Fitch Solutions Group Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land Salesforce Support Triage Specialist - Associate Director (London)
āØTip Number 1
Network like a pro! Reach out to current employees at Fitch Ratings on LinkedIn. Ask them about their experiences and any tips they might have for landing the Salesforce Support Triage Specialist role. Personal connections can give you an edge!
āØTip Number 2
Prepare for the interview by practising common questions related to Salesforce support and case management. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
āØTip Number 3
Showcase your problem-solving skills during the interview. Be ready to discuss specific examples where you diagnosed issues and implemented solutions, especially in a customer service context. This will highlight your proactive mindset!
āØTip Number 4
Donāt forget to apply through our website! Itās the best way to ensure your application gets noticed. Plus, it shows youāre genuinely interested in being part of the Fitch team. Good luck!
We think you need these skills to ace Salesforce Support Triage Specialist - Associate Director (London)
Some tips for your application š«”
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience with Salesforce and case management. We want to see how your skills align with the role of a Salesforce Support Triage Specialist!
Show Off Your Communication Skills: Since this role is all about clear communication, donāt shy away from showcasing your written and verbal skills. Use concise language and structure your application well to demonstrate your ability to communicate effectively.
Highlight Your Problem-Solving Abilities: Weāre looking for someone who can quickly diagnose issues and propose solutions. Include examples in your application that show how youāve tackled challenges in the past, especially in a support or customer service context.
Apply Through Our Website: For the best chance of getting noticed, make sure to apply directly through our website. Itās the easiest way for us to keep track of your application and ensure it gets into the right hands!
How to prepare for a job interview at Fitch Group, Inc., Fitch Ratings, Inc., Fitch Solutions Group
āØKnow Your Salesforce Inside Out
Make sure you brush up on your Salesforce knowledge before the interview. Understand the common issues users face and how to triage them effectively. Being able to discuss specific scenarios where you've resolved Salesforce issues will show your expertise and readiness for the role.
āØShowcase Your Communication Skills
Since this role involves a lot of stakeholder interaction, practice articulating your thoughts clearly and concisely. Prepare examples of how you've successfully communicated complex information in the past, especially in high-pressure situations. This will demonstrate your ability to enhance communication and satisfaction among users.
āØBe Proactive and Investigative
During the interview, highlight your proactive approach to problem-solving. Share instances where you've dug deep to identify root causes of issues and how you took initiative to resolve them. This will align perfectly with the expectations of quickly understanding and diagnosing support cases.
āØPrepare for Case Analytics Discussion
Familiarise yourself with case analytics and continuous improvement strategies. Be ready to discuss how you've used data to identify trends and propose improvements in previous roles. This will show that you're not just about resolving issues but also about enhancing processes for better outcomes.
