Fitch Ratings · 1 day ago
Salesforce Support Triage Specialist - Associate Director - New York
New York, NY
Full-time
Onsite
Senior Level, Lead/Staff
$85K/yr - $100K/yrFitch Ratings is a global leader in financial information services, and they are seeking a Salesforce Support Triage Specialist to enhance the effectiveness of their Business Relationship Management team. The role involves diagnosing and categorizing support cases, ensuring timely resolutions, and improving processes to reduce inefficiencies in support operations.
Financial ServicesInformation ServicesRisk ManagementVenture Capital
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
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
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
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
Qualification
Required
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
Preferred
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
Benefits
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.
Company
Fitch Ratings
Fitch Ratings is a global rating agency committed to providing the world’s credit markets with independent and prospective credit.
Founded in 1913
5001-10000 employees
H1B Sponsorship
Fitch Ratings has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (35)
2024 (16)
2023 (37)
2022 (44)
2021 (16)
2020 (25)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Hearst Communications
2006-03-15Corporate Round
Leadership Team
Tracey Perini
Chief Financial Officer
Laura Porter
Global Group Head - Public Finance & Infrastructure
Recent News
Alternative Credit Investor
2026-01-09
Company data provided by crunchbase