I need help with Customer Support - Fresh Desk, Shopify & Facebook Messenger

I run a Shopify store and I need someone who has experience with Fresh Desk, Shopify and Facebook Messenger to handle customer support. We have a system that automatically gives the customer their order and tracking information but sometimes, they'll send a direct FB message or email asking for their order update or other questions about the store. I would need someone to be able to respond to emails and live chat everyday. - I will of course do a run through and guide to show you what to say/how to response to re-occurring situations.

Description
- Will be responding to customers email request for order update
- Communication with customer will be mainly through email and live chat (FB messenger)

Preferred Qualifications
- Fast Internet
- Experience with Shopify and Freshdesk and basic problem solving (looking up tracking ID)
- Must be able to adapt to our stores "personality" response to customers
- Must be a little creative with responses - I have template responses as a guide but you would ultimately need to modify/customize it for the customers situation

Please answer the following for starters:
- What is your past experience with customer support using Shopify and Freshdesk?
- What is your availability like and how soon would you be able to start? I would need someone for at least 5 hours a day from 9am - 2pm PST.
- Can you show me an example responses you have given to an angry customer who is inquiring about a delayed order?
- How familiar are you with Facebook Messenger? Aside from our ticket emails with Freshdesk, we provide a live chat on our Facebook page which you would ideally be handling as well.