Customer Support Representative

Job Code: iTC
0024

Job Title:

Customer Support Representative

Location:

Toledo, Ohio

Reports To:

Customer Support Manager

iTCart Private Limited is a global technology organisation redefining how industries operate in the age of Artificial Intelligence. Headquartered in Bengaluru and established across key innovation hubs in the USA, UK, KSA, UAE, and LATAM, iTCart leads AI-native digital transformation for enterprises worldwide. Our patent-pending AiXHub™ EOS serves as the foundation for intelligent automation, operational scalability, and AI-driven business excellence. From streamlining complex workflows to delivering hyper-personalised insights through Generative AI, we enable organisations to transition seamlessly from legacy environments to future‑ready digital ecosystems.

The Customer Support Representative will serve as a trusted point of contact for customers throughout their engagement with iTCart. The role is responsible for providing timely support, coordinating customer communications, resolving inquiries, and ensuring every interaction reflects iTCart's commitment to professionalism and service excellence. The position also involves supporting customer meetings, executive briefings, product demonstrations, and industry events when required, while working closely with leadership and cross‑functional teams to strengthen customer relationships and ensure a seamless customer experience.

• Serve as one of the primary points of contact for customers, providing responsive, professional, and solution‑oriented support.
• Build strong relationships by understanding customer needs and ensuring a consistently positive experience throughout the customer journey.
• Respond to customer inquiries through phone, email, video meetings, and other communication channels in a timely manner.
• Maintain regular communication with customers regarding ongoing requests, updates, and resolutions.
• Ensure customer interactions are handled with professionalism, empathy, and accountability.

• Accompany senior leadership during customer meetings, executive briefings, business reviews, product demonstrations, and strategic discussions as required.
• Prepare meeting agendas, customer background information, and supporting documentation prior to executive meetings.
• Capture meeting notes, document action items, and coordinate follow‑up activities across internal teams.
• Represent iTCart professionally during customer interactions and serve as a reliable point of contact before, during, and after executive engagements.
• Assist in maintaining long‑term relationships with strategic customers and business partners.

• Investigate customer concerns and coordinate with internal teams to ensure timely resolution.
• Escalate complex technical issues to the appropriate departments while maintaining ownership of customer communication.
• Monitor open cases to ensure service commitments and response timelines are met.
• Follow up with customers after issue resolution to confirm satisfaction and identify additional support needs.
• Proactively identify recurring issues and recommend process improvements that enhance the customer experience.

• Work closely with Product, Engineering, Operations, Sales, Marketing, and Finance to resolve customer inquiries efficiently.
• Communicate customer feedback, feature requests, and recurring challenges to internal stakeholders.
• Support customer onboarding activities by coordinating internal resources and ensuring smooth implementation.
• Collaborate with sales and account management teams to provide customers with a seamless experience throughout their lifecycle.

• Prepare professional emails, meeting summaries, customer updates, and follow‑up communications.
• Maintain accurate documentation of customer interactions within the company's CRM and customer support platforms.
• Assist in developing customer‑facing documentation, FAQs, knowledge base articles, and support resources.
• Ensure all communications align with iTCart's professional standards and brand values.