Salesforce Support Triage Lead (Associate Director)

Fitch Ratings; Chicago (IL); In loco; USD 80.000 - 95.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive benefits

Strong team collaboration

Clear career development opportunities

Global exposure with BRM stakeholders

Descrizione del lavoro

Fitch Ratings in Chicago seeks a Salesforce Support Triage Specialist – Associate Director to elevate BRM efficiency. You will rapidly diagnose, classify and route Salesforce issues, serving as the front face of Salesforce Support for a global BRM audience.

You will document steps, maintain clear SLAs, and collaborate with Salesforce, QA, and Enablement teams while building knowledge bases to prevent repeats and improve user outcomes.

Competenze

• Strong communication and stakeholder-facing skills with clear documentation.
• Proactive, investigative mindset to quickly diagnose issues and determine next steps.
• Hands-on Salesforce experience preferred for triage and escalation.
• Experience with Jira, Confluence, and Microsoft project/Forms for case tracking.
• Ability to build simple knowledge materials and guides for teams.

Mansioni

• Serve as the first point of contact for BRM, providing virtual and in-person Salesforce support.
• Rapid triage to distinguish bugs, configuration requests, training needs and inquiries.
• Document reproduction steps, business impact and environment details; route bugs via Jira.
• Resolve admin-level items within permissions and escalate complex cases with clear SLAs.
• Analyze case trends to identify root causes and suggest process improvements.
• Create and maintain knowledge materials: how-to guides, FAQs, checklists.
• Collaborate with Revenue Enablement, Salesforce admins/developers, QA on priorities.

Conoscenze

Communication

Organization

Salesforce experience

Proactivity

Collaboration

Strumenti

Microsoft SharePoint

Stream

Outlook

PowerPoint

Excel

Word

Jira

Confluence

Microsoft Project

Microsoft Forms

Descrizione del lavoro

Fitch Ratings in Chicago seeks a Salesforce Support Triage Specialist – Associate Director to elevate BRM efficiency. You will rapidly diagnose, classify and route Salesforce issues, serving as the front face of Salesforce Support for a global BRM audience.

You will document steps, maintain clear SLAs, and collaborate with Salesforce, QA, and Enablement teams while building knowledge bases to prevent repeats and improve user outcomes.