Job Description

Brands constantly seek to achieve deeper appeal and connection with their target audience and customers. They express themselves in unique ways, in ways that are meaningful, attractive and compelling to their audience. Fonts play a key role in this and are central to every brand’s visual identity and expression.
Headquartered in the Boston area of the United States and offices across four continents, Monotype is one of the world’s leading font companies. It’s a trusted partner to the world’s top brands and was named "One of the Most Innovative Companies in Design'' by Fast Company, Monotype brings brands to life through type and technology that consumers engage with every day. The company's rich legacy includes a library that can be traced back hundreds of years, featuring famed typefaces like Helvetica, Futura, Times New Roman and more. Monotype also provides a first-of-its-kind service that makes fonts more accessible for creative professionals to discover, license, and use in our increasingly digital world. We work with the biggest global brands, and with individual creatives, offering a wide set of solutions that make it easier for them to do what they do best: design beautiful brand experiences. Want to learn more about who we are and how you can become part of our team? Visit us at
www.monotype.com
Monotype Solutions India is a strategic center of excellence for Monotype and is a certified Great Place to Work®. It is based in NOIDA, Sector 125 (Delhi/NCR). The focus of this fast-growing center spans Market Research, Research in areas of Artificial Intelligence and Machine learning, Product Management, Product Development, Product Marketing, Revenue Marketing, Customer Success and Enterprise Business Solutions.
You will be responding and assisting in all aspects of customer needs, such as finding, purchasing, downloading, installing, and implementing products, plus order correction or modification.
What you’ll be doing:

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  Resolve purchase and billing issues. Credit card, PayPal, or invoice may make purchases.
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  Work with corporate customers in establishing invoice accounts, processing purchase orders, and invoicing.
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  Technical responsibilities and duties such as creating and maintaining technical processes and procedures, handling advanced installations and troubleshooting issues. May also research and analyse new software application releases to determine potential software related issues.
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  Leverage, and in some cases customize, standard responses created by our English speakers. Escalate to native speaker when significant customization is required. Identify gaps in standard responses.
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  Communicate with the various internal/global team regarding common customer questions. Work with other departments to maintain product integrity. Escalate support and feature enhancement requests as needed.

What we’re looking for:

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  4-8 years customer relations experience required. Previous experience working with customers via email, telephone, chat required. Additional experience with a knowledge base. Experience with E-commerce websites.
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  Basic knowledge of Windows and Mac. Basic knowledge of Windows and Mac text applications (MSOffice, Adobe Creative Cloud, etc.).
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  Working knowledge of HTML, CSS, and web technologies. Ability to diagnose @font-face web font problems with web resources.
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  Working knowledge of debugging the code and provide details to development team
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  Working knowledge of Salesforce or any other CRM.
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  Excellent written and verbal communication skills (English).
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  Good Typing Skills (English).
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  Willing to work in Australia, UK and India shift on rotational basis and on weekend/holidays.
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  Willing to work in Australia, UK and India shift on permanent basis and on weekend/holidays.

Monotype is an Equal Opportunities Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
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