Business Support Specialist I

Monotype; Dadri; On-site; INR 350,000 - 550,000; Full time

Job summary

Monotype India, based in Noida, seeks a Business Support Specialist I to bridge vendors with internal teams. You will gain hands‑on exposure to vendor royalty data, systems, and processes while laying a foundation for growth within Royalty Operations.

You’ll support CCR, Foundry, and Business Systems, document issues, and contribute to stable, timely vendor statements during close cycles. This is an entry‑level role with room to grow.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 0–2 years of experience in customer support, help desk, business operations, or shared‑services environment.
• Exposure to ticketing/helpdesk systems (e.g. Jira, ServiceNow, Zendesk) is a plus.
• Strong interest in, or working understanding of, system and data flows affecting vendor outputs.
• Ability to dig into issues, trace root causes, and communicate findings clearly.
• Strong customer‑support mindset, with professional written communication.
• Familiarity with Jira, ticket handling, and incident tracking is a plus.
• Comfortable working across teams (CCR, Foundry, Business Systems) to resolve issues.
• Highly organized, adaptable, and able to juggle multiple priorities in a fast‑moving environment.

Responsibilities

• Serve as the escalation point for vendor and Foundry‑related queries beyond CCR’s first‑line scope.
• Research and resolve vendor questions related to royalty statements, calculations, usage/sales data, timing, and data access issues.
• Collaborate with the Foundry team to clarify contract terms and commercial context behind vendor questions.
• Document recurring vendor issues and feed them into process, training, or system improvements.
• Build understanding of end‑to‑end data and transaction flows through royalty systems and tools.
• Monitor critical data jobs and interfaces impacting vendor reporting and statements.
• Investigate data quality issues impacting vendor experience and internal processing.
• Log and track issues in Jira with clear context, impact, and status.
• Partner with Business Systems/IT to define fixes and enhancements triggered by vendor issues.
• Participate in testing and validation of changes affecting vendor functionality, data, or reporting.
• Provide feedback on system usability, support workflows, and training needs.

Skills

Customer Support Mindset

Written Communication

Jira Familiarity

Education

Bachelor’s degree in Business Administration, Accounting, Finance, Information Systems, or related field

Tools

Jira

ServiceNow

Zendesk

Job description

Business Support Specialist I 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 with offices across 4 continents, Monotype is the world’s leading 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 brings brands to life through the 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, Neue Frutiger, Gotham, 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. Monotype Solutions India is a strategic center of excellence for Monotype and is a certified Great Place to Work® three years in a row. The India center is the largest headcount location of Monotype. It is based in NOIDA, Sector 125 (Delhi/NCR). The focus of this fast-growing center spans Product Development, Product Management, Experience Design, User Research, Market Intelligence, Research in areas of Artificial Intelligence and Machine learning, Innovation, Customer Success, Enterprise Business Solutions, and Sales.

We are seeking a Business Support Specialist I to join the Royalty Operations team. This is an entry point into Royalty Operations, giving you hands‑on exposure to vendor support, royalty systems, and data, while building the foundation for growth within the team.

Role summary

The Business Support Specialist I acts as a bridge between vendors, our internal CCR team (first‑line support), Royalty Operations, Business Systems, and the Foundry team. The role picks up vendor and Foundry‑related queries that go beyond CCR’s first‑line scope, builds a working understanding of royalty systems and data flows, and helps ensure royalty tools and processes operate reliably for both internal users and external partners.

Vendor & partner support

Serve as the escalation point for vendor and Foundry‑related queries that go beyond the scope of the internal CCR (first‑line) team.

Research and resolve vendor questions related to royalty statements, calculations, usage/sales data, timing issues, and system access or data anomalies.

Collaborate with the Foundry team to clarify contract terms and commercial context behind vendor questions, and align on messaging and responses.

Document recurring vendor issues and feed them into process, training, or system improvements.

Systems & data support

Build and apply an understanding of the end‑to‑end flow of data and transactions through royalty‑related systems and tools.

Monitor critical jobs, interfaces, and data flows that impact vendor‑facing reporting and statements.

Investigate issues where system behavior or data quality is impacting vendor experience or internal processing.

Log and track issues in Jira, providing clear business context, impact, and status.

Coordination with Business Systems

Partner with Business Systems / IT to define and clarify requirements for fixes and enhancements triggered by vendor issues.

Participate in testing and validation of changes that affect vendor‑facing functionality, data, or reporting.

Provide feedback on system usability, support workflows, and training needs based on real vendor cases.

Close responsibilities

Perform pre‑close and close‑critical checks on data and system runs that have downstream impact on vendor statements and reporting.

Support triage and resolution of system/data incidents during close that may delay vendor outputs.

Document incidents and their impact in Jira and OneNote for inclusion in close retrospectives and improvement planning.

Help desk & knowledge management

Own and monitor the team’s help desk / ticket queue, ensuring incoming vendor and internal questions are triaged and addressed in a timely manner.

Build and maintain a knowledge base covering common L1 and L2 questions, so recurring issues can be resolved faster and more consistently across the team.

Work cross‑functionally with the CCR and Foundry teams to research and align on answers to L2 questions before they go back to vendors.

Scope & impact

Acts as the first point of escalation above CCR for vendor and Foundry‑related royalty issues.

Helps ensure a stable, predictable vendor experience, particularly around close cycles.

Deliver foundational‑level solutions independently, escalating complex or systemic issues to the Manager, Royalty Operations or to Business Systems.

What we’re looking for

Bachelor’s degree in Business Administration, Accounting, Finance, Information Systems, or a related field; equivalent practical experience will be considered in lieu of a degree.

Entry‑level role, typically 0–2 years of experience in a customer support, help desk, business operations, or shared‑services environment.

Prior exposure to ticketing/helpdesk systems (e.g. Jira, ServiceNow, Zendesk) or knowledge base tools is a plus, but not required.

Strong interest in, or working understanding of, system and data flows, particularly those affecting vendor‑facing outputs.

Ability to dig into issues, trace root causes, and communicate findings clearly.

Strong customer‑support mindset, with clear, professional written communication.

Familiarity with Jira, ticket handling, and incident tracking is a plus.

Comfortable working across teams (CCR, Foundry, Business Systems) to resolve issues.

Highly organized, adaptable, and comfortable juggling multiple priorities in a fast‑moving environment.

Key interactions

Internal: Royalty Operations team (Manager, Sr. Royalty Accountant, Royalty Associate)

CCR (first‑line support) team

Foundry team

Business Systems / IT

External: Vendors and Foundry partners (via escalations and coordinated responses)

Equal Opportunity Statement

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

#LI-DNI

No other company does as much with type as Monotype. Our library is home to many of the most celebrated and influential typefaces of our time. And we’re developed the technologies that bring type to the screen for millions of consumer products and user interfaces worldwide. Wherever …