Client Support Representative - Tier 1 at Numerix

<div class="content-intro"><p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Since our founding in 1996, we have been at the vanguard of financial technology, providing groundbreaking expertise, quantitative analytics and software that redefine pricing and risk management in the financial markets. With the strategic acquisitions of FINCAD, PolyPaths and Kynex, Numerix has further strengthened its leadership position empowering financial institutions worldwide, to transform risk into opportunities with confidence.</span></p></div><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We are seeking a highly motivated and customer-focused <strong>Tier 1 Client Support Representative</strong> based in <strong>Casablanca</strong> 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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.<br><br></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>What You'll Do:</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Client Support &amp; Case Management</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Act as the primary point of contact for incoming client support requests via ticketing systems, email, and chat</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Log, triage, and manage cases in line with defined SLAs and priority frameworks</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Provide timely updates to clients and ensure clear, professional communication at all stages of the case lifecycle</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Resolve standard issues independently using knowledge base articles, SOPs, and internal tools</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Accurately assess case severity and business impact</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Escalate complex or high-impact issues to Tier 2/Engineering teams with complete and structured information</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ensure proper handover and follow-through on escalated cases</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Follow established Standard Operating Procedures (SOPs) and support workflows</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Maintain high levels of data quality in case documentation</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Contribute to meeting team KPIs including response times, resolution times, backlog management, and CSAT</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Utilize and contribute to internal knowledge base and documentation</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Identify recurring issues and suggest improvements to processes or documentation</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Work closely with Tier 2 Support, Client Teams, Sales, Product and Engineering teams across global regions (EMEA, Americas, APAC)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Participate in team meetings, training sessions, and knowledge-sharing initiatives</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>&nbsp;</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>What We're Looking For:</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">1–3 years’ experience in a customer support or helpdesk role (preferably in a software/technology environment)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Strong written and verbal communication skills (English required; French is a strong advantage)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Excellent problem-solving and analytical abilities</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ability to manage multiple tasks and prioritize effectively in a fast-paced environment</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">High attention to detail and organizational skills</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Customer-focused mindset with a professional and courteous approach<br><br></span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Extra Credit:</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience with ticketing systems (e.g., Salesforce, Zendesk, JIRA Service Management)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Familiarity with SaaS products or financial/technical platforms</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Exposure to working in a global, multi-time-zone support model</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Basic technical troubleshooting skills (APIs, logs, data validation, etc.)</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong><br>Key Performance Indicators (KPIs)</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">First Response Time (FRT)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Case Resolution Time (within SLA)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Customer Satisfaction (CSAT)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Case Quality &amp; Documentation Accuracy</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Backlog Management</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>&nbsp;</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>What Success Looks Like:</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Consistently meets or exceeds SLA and CSAT targets</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Demonstrates strong ownership of cases from intake through resolution</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Effectively triages and escalates issues with minimal rework</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Contributes to continuous improvement of support processes and documentation</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>&nbsp;</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Why Join Numerix:</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Opportunity to be part of a growing Casablanca-based team supporting a global client base</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Exposure to cutting-edge products and diverse client use cases</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Collaborative team culture with strong focus on learning and development</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Clear career progression path into Tier 2 support, specialized teams, or operations</span></li> </ul> <p>&nbsp;</p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Where You’ll Work:</strong></span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">This is a hybrid role, open to all who reside within a commutable distance of our office in Casablanca, Morocco (<span class="address-line1">67 Boulevard d'Anfa, </span><span class="postal-code">20250</span>&nbsp;<span class="locality">Casablanca).</span></span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong><br>An important note on salary:</strong></span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong><em><br>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.</em></strong></span></p> <p>&nbsp;</p>