{"id":940442,"url":"https://alion.io/job/numerix-client-support-analyst-apac","title":"Client Support Analyst (APAC)","company":{"id":679745,"name":"Numerix","domain":"numerix.com","url":"https://alion.io/company/numerix","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hong Kong","Tokyo, Japan","Taipei, Taiwan"],"countries":["HK","JP","TW"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":18000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":13},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-15T15:42:37Z","employer_posted_date":"2026-09-15","last_verified_at":"2026-11-03T03:27:47Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":48},"description":"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.\nWe are seeking a highly motivated and customer-focused Tier 1Client 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.\nThe 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.\nWhat You’ll Do:\nClient Support & Case Management\nAct as the primary point of contact for incoming client support requests via ticketing systems, email, and chat\nLog, triage, and manage cases in line with defined SLAs and priority frameworks\nProvide timely updates to clients and ensure clear, professional communication at all stages of the case lifecycle\nResolve standard issues independently using knowledge base articles, SOPs, and internal tools\nAccurately assess case severity and business impact\nEscalate complex or high-impact issues to Tier 2/Engineering teams with complete and structured information\nEnsure proper handover and follow-through on escalated cases\nFollow established Standard Operating Procedures (SOPs) and support workflows\nMaintain high levels of data quality in case documentation\nContribute to meeting team KPIs including response times, resolution times, backlog management, and CSAT\nUtilize and contribute to internal knowledge base and documentation\nIdentify recurring issues and suggest improvements to processes or documentation\nWork closely with Tier 2 Support, Client Teams, Sales, Product and Engineering teams across global regions (EMEA, Americas, APAC)\nParticipate in team meetings, training sessions, and knowledge-sharing initiatives \nWhat We’re Looking For:\n1-3 years’ experience in a customer support or helpdesk role (preferably in a software/technology environment)\nStrong written and verbal communication skills\nStrong written and verbal communication skills in English and Japanese are required to support and communicate effectively with Japanese-speaking clients and stakeholders\nProficiency in Mandarin Chinese would be an advantage to support business activities and client interactions across the Greater China region\nExcellent problem-solving and analytical abilities\nAbility to manage multiple tasks and prioritize effectively in a fast-paced environment\nHigh attention to detail and organizational skills\nCustomer-focused mindset with a professional and courteous approach\nExtra Credit:\nExperience with ticketing systems (e.g., Salesforce, Zendesk, JIRA Service Management)\nFamiliarity with SaaS products or financial/technical platforms\nExposure to working in a global, multi-time-zone support model\nBasic technical troubleshooting skills (APIs, logs, data validation, etc.)\nKey Performance Indicators (KPIs):\nFirst Response Time (FRT)\nCase Resolution Time (within SLA)\nCustomer Satisfaction (CSAT)\nCase Quality & Documentation Accuracy\nBacklog Management\n What Success Looks Like:\nConsistently meets or exceeds SLA and CSAT targets\nDemonstrates strong ownership of cases from intake through resolution\nEffectively triages and escalates issues with minimal rework\nContributes to continuous improvement of support processes and documentation\nWhy Join Us:\nOpportunity to be part of a growing Global team supporting a global client base\nExposure to cutting-edge products and diverse client use cases\nCollaborative team culture with strong focus on learning and development\nClear career progression path into Tier 2 support, specialized teams, or operations\nWhere You’ll Work:\nThis 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.\n\nAn important note on salary:\nThe 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.\n\nAlso note that unsolicited contact from third-party recruiters or agencies will not be considered at this time. We respectfully request no outreach from agencies.","description_format":"text","description_chars":5164,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Japanese","level":"All levels","optional":false},{"language":"Chinese","level":"All levels","optional":true},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"China","iso":"CN","kind":"region"},{"name":"India","iso":"IN","kind":"region"},{"name":"Japan","iso":"JP","kind":"country"},{"name":"Australia","iso":"AU","kind":"region"},{"name":"Indonesia","iso":"ID","kind":"region"},{"name":"Malaysia","iso":"MY","kind":"region"},{"name":"New Zealand","iso":"NZ","kind":"region"},{"name":"Pakistan","iso":"PK","kind":"region"},{"name":"Philippines","iso":"PH","kind":"region"},{"name":"South 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