Referment is working with a capital markets fintech whose analytics software supports derivatives pricing and risk management for financial institutions worldwide. This Tier 1 Client Support Analyst is the first point of contact for the firm's global client base across the APAC region, managing inbound requests and making sure clients get timely, professional answers.

You'll work within defined processes and a customer-first mindset, resolving common issues independently and escalating complex ones with the detail engineering teams need. It's a genuinely international support environment spanning EMEA, the Americas and APAC.

The Role

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, keeping clients updated throughout the case lifecycle.
Resolve standard issues independently using knowledge base articles, SOPs and internal tools, accurately assessing severity and business impact.
Escalate complex or high-impact issues to Tier 2 and engineering teams with complete, structured information, and follow through on handovers.
Maintain high-quality case documentation and contribute to the internal knowledge base.
Identify recurring issues and suggest improvements to processes or documentation.
Work closely with Tier 2 support and client, sales, product and engineering teams across global regions.

What We're Looking For

1–3 years experience in a customer support or helpdesk role, preferably in a software/technology environment.
Business-fluent written and verbal communication in both English and Japanese, to support Japanese-speaking clients and stakeholders.
Excellent problem-solving and analytical abilities.
The ability to manage multiple tasks and prioritise in a fast-paced environment.
High attention to detail, strong organisation and a customer-focused, professional manner.

Desirable

Proficiency in Mandarin Chinese to support clients across Greater China.
Experience with ticketing systems such as Salesforce, Zendesk or JIRA Service Management.
Familiarity with SaaS products or financial/technical platforms.
Exposure to a global, multi-time-zone support model and basic technical troubleshooting (APIs, logs, data validation).

This could suit...

support or helpdesk analysts in software, fintech or financial services who are fluent in Japanese and English and want exposure to sophisticated capital markets products.

#Referment

Client Support Analyst (APAC)