We embrace diversity and appreciate authenticity encouraging an environment where employees can be their true selves. Our inclusive and progressive approach helps us to keep a balanced perspective. Fitch is also committed to supporting its employees by advancing conversations around diversity, equity and inclusion.

Fitch’s Employee Resource Groups (ERGs) have been established by employees who have joined together as a workplace community based on similar backgrounds or life experiences. Fitch’s ERGs are available to connect employees with others within the organization to offer skilled and personal support. With our expertise, we are not only creating data and information, but also producing timely insights from every angle to influence decision making in this ever changing and highly competitive market.

We have a relentless hunger to innovate and unlock the power of human insights and to drive value for our customers.

Salesforce Support Triage

Specialist - Associate Director BRM - Revenue Enablement (Fitch Ratings) is currently seeking a Salesforce Support Triage Specialist based out of our Recent York 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 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.

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.

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.

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. 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.

Knowledge materials: 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. highly organized in managing case intake, documentation, and follow‑ups.

Salesforce experience: Previous, hands‑on Salesforce experience strongly preferred.

Experience with Microsoft SharePoint, Stream, Outlook, PowerPoint, Excel, and Word. Familiarity with Jira, Confluence, Microsoft Project, and Microsoft Forms. 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. Our global network of colleagues comes together to accomplish things greater than they ever could alone.

For more information please visit our websites: | | If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law. #

📌 Salesforce Support Triage Specialist - Associate Director - Toronto
🏢 Fitch Group
📍 Toronto