Numerix

Client Support Analyst (APAC)

Hong Kong Office; Tokyo Office; 臺北市, Taipei, Taiwan Full-time Hybrid

Job Description

<div class="content-intro"><div>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.</div></div>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.&nbsp; In addition, we are seeking an analyst who is business-fluent in both Japanese and English.

What You’ll Do:

Client Support &amp; Case Management

<ul>

<li style="font-size: 12pt;">Act as the primary point of contact for incoming client support requests via ticketing systems, email, and chat</li>

<li style="font-size: 12pt;">Log, triage, and manage cases in line with defined SLAs and priority frameworks</li>

<li style="font-size: 12pt;">Provide timely updates to clients and ensure clear, professional communication at all stages of the case lifecycle</li>

<li style="font-size: 12pt;">Resolve standard issues independently using knowledge base articles, SOPs, and internal tools</li>

<li style="font-size: 12pt;">Accurately assess case severity and business impact</li>

<li style="font-size: 12pt;">Escalate complex or high-impact issues to Tier 2/Engineering teams with complete and structured information</li>

<li style="font-size: 12pt;">Ensure proper handover and follow-through on escalated cases</li>

<li style="font-size: 12pt;">Follow established Standard Operating Procedures (SOPs) and support workflows</li>

<li style="font-size: 12pt;">Maintain high levels of data quality in case documentation</li>

<li style="font-size: 12pt;">Contribute to meeting team KPIs including response times, resolution times, backlog management, and CSAT</li>

<li style="font-size: 12pt;">Utilize and contribute to internal knowledge base and documentation</li>

<li style="font-size: 12pt;">Identify recurring issues and suggest improvements to processes or documentation</li>

<li style="font-size: 12pt;">Work closely with Tier 2 Support, Client Teams, Sales, Product and Engineering teams across global regions (EMEA, Americas, APAC)</li>

<li style="font-size: 12pt;">Participate in team meetings, training sessions, and knowledge-sharing initiatives&nbsp;</li>

</ul>

What We’re Looking For:

<ul>

<li style="font-size: 12pt;">1–3 years’ experience in a customer support or helpdesk role (preferably in a software/technology environment)</li>

<li style="font-size: 12pt;">Strong written and verbal communication skills</li>

<ul>

<li style="font-size: 12pt;">Strong written and verbal communication skills in English and Japanese are required to support and communicate effectively with Japanese-speaking clients and stakeholders</li>

<li style="font-size: 12pt;">Proficiency in Mandarin Chinese would be an advantage to support business activities and client interactions across the Greater China region</li>

</ul>

<li style="font-size: 12pt;">Excellent problem-solving and analytical abilities</li>

<li style="font-size: 12pt;">Ability to manage multiple tasks and prioritize effectively in a fast-paced environment</li>

<li style="font-size: 12pt;">High attention to detail and organizational skills</li>

<li style="font-size: 12pt;">Customer-focused mindset with a professional and courteous approach</li>

</ul>

Extra Credit:

<ul>

<li style="font-size: 12pt;">Experience with ticketing systems (e.g., Salesforce, Zendesk, JIRA Service Management)</li>

<li style="font-size: 12pt;">Familiarity with SaaS products or financial/technical platforms</li>

<li style="font-size: 12pt;">Exposure to working in a global, multi-time-zone support model</li>

<li style="font-size: 12pt;">Basic technical troubleshooting skills (APIs, logs, data validation, etc.)</li>

</ul>

Key Performance Indicators (KPIs):

<ul>

<li style="font-size: 12pt;">First Response Time (FRT)</li>

<li style="font-size: 12pt;">Case Resolution Time (within SLA)</li>

<li style="font-size: 12pt;">Customer Satisfaction (CSAT)</li>

<li style="font-size: 12pt;">Case Quality &amp; Documentation Accuracy</li>

<li style="font-size: 12pt;">Backlog Management</li>

</ul>

&nbsp;What Success Looks Like:

<ul>

<li style="font-size: 12pt;">Consistently meets or exceeds SLA and CSAT targets</li>

<li style="font-size: 12pt;">Demonstrates strong ownership of cases from intake through resolution</li>

<li style="font-size: 12pt;">Effectively triages and escalates issues with minimal rework</li>

<li style="font-size: 12pt;">Contributes to continuous improvement of support processes and documentation</li>

</ul>

Why Join Us:

<ul>

<li style="font-size: 12pt;">Opportunity to be part of a growing Global team supporting a global client base</li>

<li style="font-size: 12pt;">Exposure to cutting-edge products and diverse client use cases</li>

<li style="font-size: 12pt;">Collaborative team culture with strong focus on learning and development</li>

<li style="font-size: 12pt;">Clear career progression path into Tier 2 support, specialized teams, or operations</li>

</ul>

&nbsp;

Where You’ll Work:

This is a hybrid or remote role, open to anywhere in the APAC region with a preference for those within a commutable distance of our Tokyo, Japan, Taipei, Taiwan or Hong Kong offices.

An important note on salary:

The annual pay range for this position is based on the preferred primary location of the role which is listed above. 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.

Also note that unsolicited contact from third-party recruiters or agencies will not be considered at this time. We respectfully request no outreach from agencies.

Frequently Asked Questions

What does the Client Support Analyst (APAC) role at Numerix involve?

The Client Support Analyst (APAC) position at Numerix in Hong Kong Office; Tokyo Office; 臺北市, Taipei, Taiwan is a full-time role. <div class="content-intro"><div>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.

What skills are required for Client Support Analyst (APAC) at Numerix?

Key skills for this role include: Scala, Jira, API, Salesforce.

What is the salary for Client Support Analyst (APAC) at Numerix?

The salary for this position is not publicly listed. You can negotiate during the interview process. Check Glassdoor or Levels.fyi for estimates.

Is the Client Support Analyst (APAC) position at Numerix remote or on-site?

This position is Hybrid. Expect a combination of office and remote work, typically based in Hong Kong Office; Tokyo Office; 臺北市, Taipei, Taiwan.

How do I apply for Client Support Analyst (APAC) at Numerix?

You can apply for this position directly through the employer's careers page. Click the 'Apply Now' button on this page to be redirected to the original listing. Make sure your resume is ATS-optimized. Use SpotChange's free ATS test to check.

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About This Role

Client Support Analyst (APAC) at Numerix is a full-time other position in Hong Kong Office; Tokyo Office; 臺北市, Taipei, Taiwan. Key skills include Scala, Jira, API, Salesforce. Education: Master's Degree preferred. Experience: 3+ years.

This role is classified as hybrid and is suitable for mid level-level professionals. Ghost Score 40/100 (Possibly Stale) indicates this listing is possibly stale â€” verify on the employer site.

To apply, visit the official application page through the Apply Now button above. SpotChange Jobs provides AI-powered career tools including resume optimization, ATS testing, interview preparation, and salary negotiation assistance.

Client Support Analyst (APAC)

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