Client Support Analyst (APAC)

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About the role

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) • Cus

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