Since our founding in 1996, Numerix has been at the vanguard of financial technology, providing quantitative analytics and software that redefine pricing and risk management across the financial markets. Through recent strategic acquisitions, Numerix has further strengthened its leadership position, empowering financial institutions worldwide to transform risk into opportunity with confidence. As AI reshapes capital markets technology, Numerix is focused on combining the speed and flexibility of AI with the deterministic, auditable, and governed calculations that financial institutions require.

We are seeking a highly motivated and customer-focused Tier 1 Client Support Analyst based in the APAC region to serve as the first point of contact for our global client base. This role is responsible for managing inbound support requests, resolving common issues, and ensuring a high-quality client experience through timely and professional communication.

The ideal candidate will demonstrate strong problem-solving skills, attention to detail, and the ability to work within defined processes while maintaining a customer-first mindset in a fast-paced, international environment. In addition, we are seeking an analyst who is business-fluent in both Japanese and English.

What You’ll Do:

Client Support & Case Management

Act as the primary point of contact for incoming client support requests via ticketing systems, email, and chat
Log, triage, and manage cases in line with defined SLAs and priority frameworks
Provide timely updates to clients and ensure clear, professional communication at all stages of the case lifecycle
Resolve standard issues independently using knowledge base articles, SOPs, and internal tools
Accurately assess case severity and business impact
Escalate complex or high-impact issues to Tier 2/Engineering teams with complete and structured information
Ensure proper handover and follow-through on escalated cases
Follow established Standard Operating Procedures (SOPs) and support workflows
Maintain high levels of data quality in case documentation
Contribute to meeting team KPIs including response times, resolution times, backlog management, and CSAT
Utilize and contribute to internal knowledge base and documentation
Identify recurring issues and suggest improvements to processes or documentation
Work closely with Tier 2 Support, Client Teams, Sales, Product and Engineering teams across global regions (EMEA, Americas, APAC)
Participate in team meetings, training sessions, and knowledge-sharing initiatives

What We’re Looking For:

1–3 years’ experience in a customer support or helpdesk role (preferably in a software/technology environment)
Strong written and verbal communication skills
Strong written and verbal communication skills in English and Japanese are required to support and communicate effectively with Japanese-speaking clients and stakeholders
Proficiency in Mandarin Chinese would be an advantage to support business activities and client interactions across the Greater China region
Excellent problem-solving and analytical abilities
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
High attention to detail and organizational skills
Customer-focused mindset with a professional and courteous approach

Extra Credit:

Experience with ticketing systems (e.g., Salesforce, Zendesk, JIRA Service Management)
Familiarity with SaaS products or financial/technical platforms
Exposure to working in a global, multi-time-zone support model
Basic technical troubleshooting skills (APIs, logs, data validation, etc.)

Key Performance Indicators (KPIs):

First Response Time (FRT)
Case Resolution Time (within SLA)
Customer Satisfaction (CSAT)
Case Quality & Documentation Accuracy
Backlog Management

What Success Looks Like:

Consistently meets or exceeds SLA and CSAT targets
Demonstrates strong ownership of cases from intake through resolution
Effectively triages and escalates issues with minimal rework
Contributes to continuous improvement of support processes and documentation