Customer Support Specialist, Hong Kong or… at Fitch Group · HK

Fitch Solutions is a leading provider of insights, data and analytics. It informs investment strategies, strengthens risk management capabilities and helps identify strategic opportunities. Its analysts, lawyers, journalists and economists offer in-depth views on credit markets/risk and individual credits, ESG, developed and emerging markets, and industry sectors. Fitch Solutions is part of Fitch Group, a global leader in financial information services with operations in over 30 countries. Fitch Group is owned by Hearst.

Step into a role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets unparalleled opportunities for professional development and visibility in the financial market intelligence space. Joining us means immersing yourself in a dynamic, fast-paced environment, supported by the strong foundation of a leading financial services group. Our diverse portfolio of powerful brands and products showcases our commitment to collaboration and innovation, proving that we are stronger together. With numerous opportunities for growth and a culture that celebrates every success, the Fitch Solutions Commercial Team is where your career can thrive and you can make a meaningful impact.

Want to learn more about a career on our commercial team? Visit our careers page: https://careers.fitch.group/content/Fitch-Solutions-Commercial/

Fitch Solutions is currently seeking a customer support specialist based in our Hong Kong or Singapore Office. As part of this team you will be expected to be responsible for helping users resolve issues, keeping incidents moving, and ensuring smooth communication so problems get fixed efficiently. You will also help look at incident trends and adopt a data driven approach to help the team and leadership identify issues, work with product, engineering, technical and commercial teams to identify gaps and fixes to keep overall client satisfaction at a high level.

How You’ll Make an Impact:

• Accelerate client issue resolution by quickly diagnosing issues and applying proven support processes that reduce turnaround time and strengthen customer satisfaction.
• Ensure clients receive clean, reliable data in their format of choice by troubleshooting data quality issues, supporting reviews, and confirming accuracy before information is used in client workflows.
• Provide consistent, high quality global client experience by aligning with regional support teams around shared tools, standards, and KPIs to deliver reliable service across time zones.
• Maintain a high quality case load and work to improve customer satisfaction by diagnosing customer related issues correctly, working to make sure they are routed correctly, solving level 1 cases as appropriate.

You May be a Good Fit if:

• A strong growth mindset, embracing continuous improvement, experimentation, and learning to keep pace with evolving products, client expectations, and business needs.
• Strong problem solver, able to spot issues, follow structured support processes, and help implement improvements using best practices shared by the team
• Collaborative team player, comfortable working with colleagues across regions and contributing to consistent, high quality client experience.
• Eager to learn and grow, with a positive attitude toward building new skills and improving how you support clients.

What Would Make You Stand Out:

• Communicates clearly and professionally — delivers accurate, client friendly explanations and proactively keeps clients updated, even when still developing deeper technical expertise.
• Takes ownership of tasks — reliably follows through on assigned issues, uses available resources effectively, and consistently demonstrates accountability and a strong service mindset.
• Learns fast and shows initiative — eagerly absorbs training, asks thoughtful questions, and quickly applies new knowledge to improve client support interactions.

Why Choose Fitch:

• Hybrid Work Environment: 3 days a week in office required based on your line of business and location
• A Culture of Learning & Mobility: Dedicated training, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
• Investing in Your Future: Retirement planning, financial wellness and tuition reimbursement programs that empower you to achieve your short and long-term goals
• Promoting Health & Wellness: Comprehensive healthcare offerings that prioritize a healthy body & mind
• Supportive Parenting Policies: Family-first policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Dedication to Giving Back: Paid volunteer days and support for community engagement initiatives

For more information, please visit our websites:
www.fitch.group | www.fitchratings.com | www.fitchsolutions.com

Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interests or any appearance of a conflict of interest.

Fitch is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.