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Socrates Pangilinan

@socratespangilinan

Tier 2 Technical Support specialist specializing in Shopify merchant support, troubleshooting, and customer escalations.

Philippines

Message

What I'm looking for

I’m looking for a customer-focused technical support role where I can own escalations, troubleshoot Shopify/e-commerce issues end-to-end, and partner with internal teams to help merchants resolve problems quickly and confidently.

I’m a results-driven Tier 2 Technical Merchant Support professional focused on helping Shopify merchants succeed—store setup, product configuration, payments, shipping, checkout troubleshooting, and smooth navigation of the platform. I guide merchants end-to-end, from store launch through order fulfillment, using chat and email (and phone support when needed).

In my recent roles at TaskUs, I provide Tier 2 support for Shopify merchants, handling store creation, customization, domain connection and DNS troubleshooting, payment gateway support (Stripe/PayPal), and complex admin or app integration issues. I escalate complex cases to internal teams while keeping clear ownership and communication with the merchant.

Earlier, at ePerformax and Accenture, I resolved billing, account, and service concerns with advanced troubleshooting and strong customer retention outcomes. I’ve also supported escalated technical issues at Concentrix since 2019, using CRM tools and disciplined case management to deliver high first-contact resolution and compliant outcomes.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 Technical Merchant Support

Current

TaskUs

May 2025 - Present (1 year 1 month)

Provided Tier 2 support for Shopify merchants via chat and email, helping with store creation, customization, domain connections, payments, shipping settings, and checkout troubleshooting. Escalated complex issues to internal teams while maintaining merchant communication and ownership.

Domain Connection & DNS Shipping & Fulfillment Setup Escalation Handling Customer Communications

Tier 2 Support Specialist

Eperformax

Nov 2024 - Apr 2025 (5 months)

Handled escalated customer concerns with advanced troubleshooting and account resolution, investigating billing, account, and technical issues while following company policies. Coordinated with internal departments to resolve sensitive or high-priority cases.

Escalation Handling Billing Technical Troubleshooting Account Resolution Customer Support Policy Compliance

Customer Service Representative

Eperformax

Aug 2024 - Nov 2024 (3 months)

Provided customer support via phone and chat, assisting users with account inquiries, service concerns, and troubleshooting. Maintained customer satisfaction through efficient issue resolution.

Phone Support Chat Support Troubleshooting Customer Satisfaction

Customer Service Representative

Accenture

Sep 2023 - Jul 2024 (10 months)

Supported clients through inbound customer service operations, managing policy, billing, account, and service-related concerns. Used Salesforce Lightning and internal CRM systems to manage and resolve customer cases.

Inbound customer service Billing Support Account Support Salesforce Lightning

Tier 2 Technical Support Analyst

Concentrix

Sep 2022 - May 2023 (8 months)

Provided advanced technical support for escalated customer concerns, diagnosing account, device, and technical issues with a focus on first-contact resolution. Managed sensitive escalations professionally and efficiently.

Technical Troubleshooting Customer Escalation First Contact Resolutions Customer Support Case Documentation

Customer Service & Technical Support

Concentrix

Sep 2019 - Jan 2021 (1 year 4 months)

Handled customer inquiries and account support through voice channels, resolving billing and service concerns while meeting productivity goals. Provided technical troubleshooting for device and service-related issues.

Billing Support Account Support Technical Troubleshooting Case Handling