Client Support Analyst (APAC)
Numerix, established in 1996, is a leading provider of innovative capital markets technology solutions and real-time intelligence capabilities for trading and risk management. The company is 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 its global client base. This role is integral to ensuring a high-quality client experience through timely and professional communication.
As a Client Support Analyst, you will act as the primary point of contact for incoming client support requests via ticketing systems, email, and chat. Your responsibilities include logging, triaging, and managing cases in line with defined SLAs and priority frameworks, providing timely updates to clients, and resolving standard issues independently using knowledge base articles, SOPs, and internal tools. You will also assess case severity and business impact, escalate complex issues to Tier 2/Engineering teams, and contribute to meeting team KPIs such as response times, resolution times, backlog management, and customer satisfaction.
The ideal candidate will have 1–3 years of experience in a customer support or helpdesk role, preferably in a software or technology environment. Strong written and verbal communication skills in both English and Japanese are required to effectively support Japanese-speaking clients and stakeholders. Proficiency in Mandarin Chinese is advantageous for supporting business activities and client interactions across the Greater China region. Excellent problem-solving and analytical abilities, the capacity to manage multiple tasks in a fast-paced environment, high attention to detail, and a customer-focused mindset are essential.
This is a hybrid or remote role, open to candidates anywhere in the APAC region, with a preference for those within a commutable distance of the Tokyo, Japan; Taipei, Taiwan; or Hong Kong offices. The annual pay range for this position varies based on the preferred primary location, and base pay offered may depend on job-related knowledge, skills, and experience. Joining Numerix offers the opportunity to be part of a growing global team supporting a diverse client base, exposure to cutting-edge products, and a collaborative team culture with a strong focus on learning and development. There is also a clear career progression path into Tier 2 support, specialized teams, or operations.
Please note that the salary range is based on the preferred primary location of the role. If you are applying to this role at a location that is not the preferred primary location, please keep in mind the salary range will vary and may fall outside of what is listed. Base pay offered may vary depending on job-related knowledge, skills, and experience.