Required Skills

Case Triage & Ticket Analysis, Application Support & Troubleshooting, Salesforce Service Cloud / CRM, Incident & Escalation Management, SLA Management & Queue Prioritization, Communication Skill

Job Description

Role overview

We’re looking for a detail-oriented, fast-reading Triage Analyst to manage our main support queue, assess incoming cases, and determine the correct next steps. You’ll evaluate case content, decide whether to resolve within Application Support or escalate, and route escalations in Salesforce to the correct teams with clear, concise context. When appropriate, you’ll access the Client platform to perform light investigations to validate issues, gather evidence, and unblock accurate routing. This role is critical to keeping our backlog healthy, improving response times, and ensuring issues land with the right owners.

Key responsibilities

1. Review and analyze incoming cases in the main queue with speed and accuracy.
2. Apply sound judgment to determine whether cases should remain in Application Support, be investigated directly, or be escalated.
3. Perform light, scoped investigations in the Frontiers platform (as needed) to reproduce issues, collect logs/screens, verify user reports, and confirm impact before routing.
4. Create and manage escalations in Salesforce, ensuring accurate categorization, routing, and documentation.
5. Provide succinct case summaries and clear escalation rationale to downstream teams, including investigation findings and steps to reproduce when available.
6. Monitor backlog health; prioritize and re-prioritize based on urgency, impact, and SLAs.
7. Identify patterns, recurring issues, and potential process improvements; flag and propose solutions.
8. Maintain high-quality case notes and adhere to internal workflows, SLAs, and escalation policies, including data privacy and access protocols.

 

Requirements

Required qualifications

1. Strong ability to read, comprehend, and synthesize information quickly from varied case descriptions and attachments.
2. High degree of judgment and situational awareness; comfortable making decisions with imperfect information.
3. Proven analytical skills with a structured approach to problem-solving and prioritization.
4. Experience working in a ticketing/CRM system (Salesforce Service Cloud or similar).
5. Comfortable navigating web applications; able to perform basic, guided investigations in a production-like environment without causing disruption.
6. Excellent written communication: clear, concise case summaries and escalation notes, including steps to reproduce and observed behavior.
7. Strong attention to detail and consistency in following processes.
8. Ability to thrive in a fast-paced, queue-driven environment with shifting priorities.

Nice-to-have qualifications

1. Familiarity with Frontiers’ platform, editorial/review workflows, and peer-review processes.
2. Prior experience in Application Support, Operations, or Case/Triage roles.
3. Basic understanding of SLAs, routing logic, and support metrics (backlog, aging, first response, time-to-resolution).
4. Experience with knowledge base usage and process documentation.
5. Understanding of access controls, privacy, and safe-handling practices when working in customer or reviewer contexts.

Success metrics

1. Accurate routing and escalation quality (low re-routing rate).
2. SLA adherence for triage time and escalation turnaround.
3. Backlog hygiene (reduced aging, improved prioritization).
4. Quality of case documentation and partner team feedback.
5. Investigation quality: clear repro steps, appropriate evidence, and minimal unnecessary escalations.
6. Identification and communication of recurring issues and process gaps.

Workstyle and competencies

1. Decisive yet careful: balances speed with quality.
2. Customer- and outcomes-oriented: focuses on getting the case to the right resolver fast.
3. Methodical investigator: validates, documents, and de-risks before routing.
4. Collaborative and respectful communicator across teams.
5. Continuous improvement mindset: spots patterns and suggests pragmatic enhancements.

Equal Opportunity Statement

We value diversity and inclusion. As an equal opportunity employer, we welcome applicants from all backgrounds and walks of life.

Security & Confidentiality Statement

This role may involve access to sensitive business information. The selected candidate is expected to follow internal information security policies and maintain strict confidentiality when handling proprietary or confidential data.