Tier 1 Client Support Representative

About the role

Numerix is looking for a motivated Tier 1 Client Support Representative to join its Casablanca team. You will be the first point of contact for global clients, handling inbound requests via ticketing systems, email, and chat while delivering a high‑quality experience.

Key responsibilities

• Receive, log, triage, and manage support cases in line with SLAs.
• Provide timely, professional updates to clients throughout the case lifecycle.
• Resolve standard issues independently using knowledge‑base articles, SOPs, and internal tools.
• Assess case severity, document impact, and escalate complex or high‑impact issues to Tier 2 or Engineering with complete information.
• Maintain accurate case documentation and contribute to internal knowledge resources.
• Identify recurring problems and suggest process or documentation improvements.
• Collaborate with Tier 2 Support, Sales, Product, and Engineering teams across EMEA, Americas, and APAC.

Required profile

• 1–3 years of experience in customer support or helpdesk, preferably in a software/technology environment.
• Strong written and verbal communication in English; French is a plus.
• Excellent problem‑solving, analytical, and organizational abilities.
• Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail.
• Customer‑first mindset with a courteous, professional approach.

Required skills

• Experience with ticketing systems such as Salesforce, Zendesk, or JIRA Service Management.