Associate Customer Care Representative

Are you our “TYPE”? 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 4 continents, Monotype is the world’s #1 company in fonts. It’s a trusted partner to the world’s top brands and was named “One of the Most Innovative Companies in Design for 2018” by Fast Company. Monotype’s fonts and technologies help bring brands to life!

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:

• Resolve purchase and billing issues. Credit card, PayPal, or invoice may make purchases. • Work with corporate customers in establishing invoice accounts, processing purchase orders, and invoicing. • 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. • 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. • 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:

• 2-4 years customer relations experience required. Previous experience working with customers via email, telephone, chat required. Additional experience with team management. Leadership. • Working knowledge of Windows and Mac. Basic knowledge of Windows and Mac text applications. • Working knowledge of HTML, CSS, and web technologies. Ability to diagnose @font-face web font problems with web resources. • Working knowledge of MySQL, MongoDB, SAML, AuthO, API's and Single Sign On concepts etc. • Working knowledge of debugging the code and provide details to development team • Working knowledge of Sales force or any other CRM. • Excellent written and verbal communication skills (English). • Willing to work in Australia, UK, US and India shift on permanent/rotational basis and on weekend/holidays. Monotype is an Equal Opportunities Employer. Applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, or disability

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