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- Tasks: Support BRM by diagnosing and resolving Salesforce issues, enhancing communication and efficiency.
- Company: Join Fitch Ratings, a global leader in financial information and analytics.
- Benefits: Competitive salary, great benefits, and opportunities for professional growth.
- Why this job: Make a real impact by improving processes and supporting a dynamic team.
- Qualifications: Strong communication skills and previous Salesforce experience preferred.
- Other info: Collaborative environment with a focus on continuous learning and development.
The predicted salary is between 48000 - 72000 £ 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 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 will 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.
- 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.
- 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 how-to guides, FAQs, and checklists up to date to speed resolution and cut repeat tickets.
- AI-Assisted Support Persona: Develop and maintain an AI-assisted 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, 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.
What Would Make You Stand Out
- 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, prioritising severity, and categorising 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.
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
Contact Detail:
Fitch Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Salesforce Support Triage Specialist - Associate Director (London)
✨Tip Number 1
Network like a pro! Reach out to current employees at Fitch Ratings on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Salesforce Support Triage Specialist role.
✨Tip Number 2
Prepare for the interview by practising common questions related to Salesforce support and case management. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 3
Showcase your communication skills during the interview. Since this role is all about enhancing communication and satisfaction for stakeholders, be sure to demonstrate how you can clearly articulate complex issues and solutions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Fitch team.
We think you need these skills to ace Salesforce Support Triage Specialist - Associate Director (London)
Some tips for your application 🫡
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, so don’t hold back on showcasing your expertise!
Show Off Your Communication Skills: Since this role is all about clear communication, make sure your application reflects that. Use concise language and structure your documents well. We love a good, easy-to-read application!
Highlight Your Problem-Solving Abilities: We’re looking for someone who can quickly diagnose issues and propose solutions. In your application, share examples of how you’ve tackled challenges in the past, especially in a support or tech environment.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Fitch Group
✨Know 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 cases will show your expertise and readiness for the role.
✨Show Off 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 for users.
✨Be Ready to Analyse and Improve
Familiarise yourself with case analytics and continuous improvement strategies. Think of instances where you've identified process gaps or training opportunities and how you proposed solutions. This will highlight your proactive mindset and commitment to enhancing workflows.
✨Build Relationships Before You Even Start
Research the Business Relationship Management team and understand their objectives. Be prepared to discuss how you would build strong relationships with stakeholders to ensure their needs are met. Showing that you value collaboration will set you apart as a candidate who is ready to integrate smoothly into the team.
