James Patrick Aguilar

I’m a customer support specialist with hands-on experience in delivering exceptional chat and email support, particularly during my time at Shopify. My day-to-day role involved helping merchants navigate everything from basic setup questions to more complex troubleshooting, all while maintaining a friendly, professional tone that made customers feel supported and understood. One of the things I really enjoy about customer support is the opportunity to make someone’s day a little easier. I understand that for many people, reaching out to support can be stressful especially if they’re trying to run a business. That’s why I always aim to respond with empathy, clarity, and efficiency. At Shopify, I learned how to break down technical concepts in a way that made sense to non-technical users, which helped customers solve their issues faster and feel more confident using the platform.

Working in a fast-paced environment like Shopify taught me the importance of being organized and adaptable. Some days were quieter, while others involved back-to-back chats or a high volume of emails, especially during peak seasons like Black Friday. I developed strong multitasking skills and learned how to manage my time effectively without sacrificing the quality of my responses.

In addition to resolving issues, I also made it a point to identify patterns in customer feedback and flag recurring problems to the appropriate teams. I believe support is not just about solving tickets it’s also about helping the company improve by being the voice of the customer.

I’m comfortable using tools like Zendesk, Gorgias, and internal knowledge bases, and I’m always eager to learn new platforms that help streamline the customer experience. Whether it’s handling billing inquiries, troubleshooting website errors, or simply guiding someone through a feature, I bring a calm and helpful presence to every interaction.

Outside of work, I’m someone who values clear communication and continuous learning. I enjoy reading, exploring new tech, and finding small ways to improve the way I work every day.

Overall, I bring a blend of empathy, technical knowledge, and a genuine desire to help people qualities I believe are essential in any customer support role.