Customer Support Specialist

Customer Solutions Desk is currently seeking a Customer Support Specialist in the US New York office.

The Customer Support team is committed to providing the highest quality of service possible to our clients.  A successful candidate will provide proactive, world-class customer support to our clients via telephone and email.

 

What We Offer:

• Great development opportunities and exposure to other departments within Fitch Group
• Collaborative work environment
• Excellent benefits

We’ll Count on You To:

• Provide 1st level support to internal and external users for all products and delivery channels (Web, API, Excel Add-in, Datafeeds)
• Document and manage all queries, enhancement requests and feedback received via email and telephone to ensure a timely resolution and an overall positive client experience
• Work closely with Product, IT, Sales and other groups in the analysis, interpretation, and resolution of client issues
• Utilize internal system (Salesforce Service Cloud) to log issues, escalate unresolved queries and follow-up with relevant departments for issue resolution
• Provide client feedback to Product and Sales as appropriate to support product enhancement, renewal, and growth objectives
• Take part in internal projects (Salesforce, metrics, etc.) as required
• Provide ad-hoc product training via Zoom sessions customized to the client’s needs and requirements
• Produce ad-hoc reports
• Identify and log leads and assign to relevant teams
• Be proactive and identify innovative ways to improve the client experience

 

What You Need to Have:

• Bachelor's degree level or equivalent
• Customer focused with a commitment to providing exceptional client service
• Quick learner with excellent attention to detail
• Excellent troubleshooting and problem-solving skills
• Highly motivated, flexible, proactive, and adaptable to change
• Excellent organizational and time management skills, including ability to prioritize and work under tight deadlines
• Team player with ability to work as an individual
• Strong written and verbal communication skills

 

What Would Make You Stand Out:

• Knowledge of Fixed Income products preferred but not required
• Prior experience with Web-based platforms, Excel Add-in, Datafeeds or API is a plus
• Fluency in Spanish (verbal and written) would be a distinct advantage

 

Why Fitch?

At Fitch Group, the combined power of our global perspectives is what differentiates us. Our global network of colleagues comes together to accomplish things greater than they ever could alone.

Every team member is essential to our business and each perspective is critical to our success. We embrace a diverse culture that encourages a free exchange of ideas, guaranteeing your voice will be heard and your work will have an impact, regardless of seniority.

We are building incredible things at Fitch and we invite you to join us on our journey.

Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.

 

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, credit risk, ESG, developed and emerging markets, industry sectors and individual credits. 

 

For more information please visit our websites:  

www.fitchratings.com | www.fitchsolutions.com | www.fitchlearning.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. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. 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.

Fitch Group 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, disabil