Customer Technical Support | Shopify Specialist
Cebu
Hi there! If you are looking to take the headache out of your technical support operations and build a customer service team that actually drives retention, let’s talk. I am a Technical Support Engineer and Customer Support professional with 15 years of deep experience managing SaaS and e-commerce platforms. Over the last decade and a half, I have helped tech companies and online merchants scale smoothly by diagnosing complex technical glitches and keeping customer satisfaction (CSAT) scores exceptionally high. 🛠️ What I Bring to Your Business - E-commerce & Shopify Mastery: I help Shopify merchants handle everything from seamless onboarding and store setup to troubleshooting tricky admin bugs and third-party app integrations. - Tier 1 Tech Troubleshooting: I don't just reply to emails; I jump into the weeds to diagnose technical issues involving shopping carts, marketplaces, and ERP integrations. - Team Leadership & SME Support: Having worked as a Subject Matter Expert (SME) and Team Lead Apprentice, I know how to coach agents, build training materials, and keep metrics like First Response Time (FRT) and Average Handle Time (AHT) where they need to be. - My Tech Stack: I am highly proficient in Zendesk, Salesforce, Jira, Slack, Sumo Logic, and Google Workspace. I am fully aligned with international time zones and ready to hit the ground running with your team. Let's connect and see how I can help streamline your support operations!
Tahche Outsourcing Services Inc., full_time
Jun 2025 to Sep 2025
In this role, I served as the primary technical point of contact for users, managing incoming inquiries through email and phone with a heavy focus on quick resolution. I specialized in diagnosing technical issues and guiding users through step-by-step troubleshooting, with a particular focus on complex integration errors across shopping carts, digital marketplaces, and enterprise resource planning systems. When encountering high-level bugs, I created comprehensive documentation to ensure seamless escalation to the engineering team.
IntouchCX, full_time
Mar 2025 to May 2025
Stepping into a leadership capacity, I supervised support advisors and took direct responsibility for monitoring and maintaining daily team performance. I closely tracked key operational metrics such as CSAT, Average Handle Time, and First Response Time to ensure we consistently met client expectations. Through structured coaching sessions, performance feedback, and daily compliance reporting, I helped my team hit their quality targets and optimize their service delivery.
IntouchCX, full_time
Nov 2022 to Mar 2025
As a Support Specialist Advisor, I provided real-time assistance to live customer service advisors to help them navigate complex customer scenarios and technical roadblocks. I played a key role in team scaling by mentoring new hires and developing clear internal training materials that significantly accelerated their onboarding process. Additionally, I monitored daily team performance metrics and translated that data into actionable reports for management.
IntouchCX, full_time
Aug 2020 to Nov 2022
In this dedicated e-commerce role, I guided Shopify merchants through the entire onboarding lifecycle and initial online store setup. I routinely analyzed merchant business models to recommend optimal software apps and assisted them with complex, multi-channel sales integrations. On a daily basis, I diagnosed and resolved storefront glitches, payment issues, and administrative backend errors to minimize store downtime.
ePerformax, full_time
Sep 2017 to Jul 2020
In this marketplace-focused position, I served as a critical mediator by assisting global buyers and sellers with platform interactions to resolve friction points. I managed end-to-end support requests regarding product listings, transactional disputes, order processing errors, and complex shipping or customs issues.