Customer Support Representative

Job Code: iTC0024
Job Title: Customer Support Representative
Location: Toledo, Ohio
Reports To: Customer Support Manager

About ITCart

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.

Position Overview

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.

Key Responsibilities

Customer Relationship Management

• 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.

Executive Customer Support

• 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.

Customer Issue Resolution

• 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.

Cross?Functional Collaboration

• 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.

Customer Communications

• 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.

Events & Customer Engagement

• Represent iTCart at customer meetings, conferences, networking events, product launches, and industry exhibitions as required.
• Support executive participation in customer and partner events by coordinating schedules, logistics, and customer communications.
• Assist in organizing customer workshops, training sessions, webinars, and business reviews.
• Build positive relationships with customers, partners, and prospective clients during company events.

Operational Excellence

• Maintain accurate customer records, meeting notes, and service documentation.
• Track customer requests and ensure commitments are fulfilled within agreed timelines.
• Identify opportunities to improve support processes, documentation, and internal workflows.
• Contribute to continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT).
• First Response Time.
• Resolution Time.
• First Contact Resolution (FCR).
• SLA Compliance.
• Customer Retention.
• Accuracy and Quality of Customer Documentation.
• Executive and Customer Feedback.
• CRM Data Accuracy.
• Timely Completion of Customer Follow?ups.

Qualifications

• Bachelor's degree in Business Administration, Communications, Customer Service, Marketing, or a related field preferred.
• Exceptional verbal and written communication skills with the ability to communicate confidently and professionally.
• Strong interpersonal skills with the ability to build trust and maintain positive customer relationships.
• Excellent organizational and time management skills with the ability to manage multiple priorities simultaneously.
• Strong problem?solving abilities with a proactive and customer?focused mindset.
• Ability to exercise sound judgment and maintain professionalism in challenging situations.
• Proficiency in Microsoft Office 365, including Outlook, Word, Excel, PowerPoint, and Teams.
• Experience using CRM and customer support platforms such as Salesforce, HubSpot, Zendesk, Freshdesk, or similar systems.
• Willingness to travel occasionally for customer meetings, conferences, and company events.

Experience

• 13 years of experience in customer support, account management, customer service, client services, or a similar customer?facing role.
• Experience working in a technology, SaaS, software, or enterprise solutions environment is preferred.
• Experience supporting enterprise or B2B customers.
• Experience participating in executive customer meetings or client presentations.
• Experience coordinating customer onboarding or implementation activities.
• Familiarity with CRM reporting and customer engagement metrics.
• Experience managing customer inquiries through phone, email, video meetings, and other communication channels.
• Experience investigating customer concerns and coordinating with cross?functional teams for resolution.
• Experience maintaining accurate customer records, interaction documentation, and service information.
• Experience working with CRM and customer support platforms such as Salesforce, HubSpot, Zendesk, Freshdesk, or similar systems.

Why iTCart?

Global Impact with Local Precision : Serving 25+ industries, Technology, BFSI, Healthcare, Real Estate, and beyond we tailor AI to solve region?specific challenges while driving universal progress.

Our AI Product Suite:iTCart delivers a unified portfolio of next?generation AI platforms such as AiXHub, AiXDesk, RCMAiX, InsureAiX, and other enterprise?grade systems. Each product is designed to help organisations automate workflows, enhance decision?making, and transform operations using intelligent, real?time insights.

Purpose?Driven Innovation:Our mission extends beyond technology delivery. Every solution we build also contributes to social upliftmentsupporting education, healthcare, employment, and community empowerment across regions where we operate.

Vision: We are building the worlds next generation of intelligent enterprises, where AI is not an add?on but the operational core. Our goal is to help organisations scale confidently, adapt rapidly, and operate with precision through AI?powered transformation.

Welcome to the future, engineered today.

View email address on click.appcast.io

Job Category : Customer Experience

Job Type : Full-Time

Job Location : Toledo, Ohio