Senior Customer Support Representative

Job Description

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. Generating and implementing ideas and solutions to continuously improve the customer s experience. Developing awareness of current best practices in area of expertise. Developing understandings of company offerings, customer personas and external factors influencing company opportunities and challenges. What you ll be doing:

• Resolve purchase and billing issues. (Credit card, PayPal, or PO)
• 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 speakers when significant customization is required. Identify gaps in standard responses.
• Communicate with the various internal/global teams regarding common customer questions. Work with other departments to maintain product integrity. Escalate support and feature enhancement requests as needed. Help in developing processes for handling support.
• Address L1 and L2 cases, coordinate escalation of L3 cases to engineering/Font teams while keeping customers and internal stakeholders informed.
• Help implement processes for handling support scenarios, advocate for team and raise impediments to management.

What we re looking for:

• 5-8 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. Experience of working in night shifts.
• Basic knowledge of Windows and Mac. Basic knowledge of Windows and Mac text applications (MSOffice, Adobe Creative Cloud, etc.).
• Working knowledge of HTML, CSS, and web technologies. Ability to diagnose font-face web font problems with web resources.
• Working knowledge of debugging the code and provide details to development team
• Working knowledge of Salesforce or any other CRM.
• Excellent written and verbal communication skills (English).
• Good Typing Skills (English).
• Willing to work only in night shift (US shift from 10 PM to 6AM)

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.#LI-DNI,

Keyskills :
product marketingvisual identitycustomer relationstarget audiencecenter of excellencecustomer serviceadobe creative cloudcrmpurchase ordersmarket researchmachine learningsalesmis