Job Description and Responsibilities- Trouble shooting and resolving customer issues across multiple channels.- Provide technical support to customers regarding software issues.- Surface product, process, and training issues by pairing quantitative and qualitative methods. Be the voice of the customer, in the language of the business.- Collaborate with internal teams to create and improve troubleshooting workflows and resolve root cause issues.Qualifications and Skills- 1+ years of experience in a front-line customer support role with a Bachelor's degree.- Bilingual in Chinese and English.- Excellent problem-solving skills.- Excellent written and verbal communication skills.- Excellent empathy, active listening, and resiliency skills.- Strong attention to detail and time management skills.- Crypto knowledge is a plus.