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Job Description

  • Provide support to clients globally, in accordance with standard operating procedures.
  •  Investigate internal issues and oversee the resolution of these
  • We are looking for a customer service-oriented Help desk Operator to provide support to clients in an efficient and accurate manner.
  • You will be considered as the company’s front liner and you will solve basic technical problems and provide support for all assigned areas.
  • The goal is to make sure that customer value is maintained to the standards set forth by the company.
  • This role requires rapid and precise communication, with a strong focus on detail and hands-on experience.
  • The role requires strong time management skills and close monitoring of all company processes and procedures.


  • Pattern recognition skills and faster learner
  • Proficiency in English
  • Excellent formal and informal communication
  • Proven working experience in providing help desk support
  • Advanced troubleshooting and multi-tasking skills
  • Customer service oriented
  • BS degree in Information Technology, Computer Science or equivalent would be preferrable

Key Responsibility Areas:

Customer support

  • Response quickly to customer enquiries and assist with troubleshooting issues.
  • These inquiries are primarily from store managers and there is a controlled process to follow to ensure that each issue is resolved satisfactorily.
  • There will be a lot of communications with store managers, clients' head offices and internal Kepler team members to understand and resolve issues. This means there is a strong need for problem solving skills, great communications skills over the phone and via email, and a strong personality to ensure that issues are resolved fully and quickly.
  • Monitor progress of helpdesk tickets as part of standard operating procedures and escalate when tickets are not being actioned in a timely manner.
  • Monitor health of the Kepler sensor network and other data feeds to proactively address potential issues. Pattern recognition skills to be applied in pursuit of determining the root cause of issues, eg. Are a batch of tickets in similar areas related or a coincidence.
  • Provide feedback to the development team to continue improving the efficiency and reliability of data monitoring tools and other internal systems relevant to the performance of the Helpdesk.
  • During downtimes when there are less enquiries, there will be opportunities to assist in other parts of the business including data integrity checks and systems quality assurance.


  • Attend and participate in staff meetings and training sessions as required
  • Comply with general office policies, procedures and all legal requirements.
  • Trouble shoot operational challenges in real time to support the Operational Team
  • Initiate and maintain documentation data by working with, updating, entering and organizing information into various software programs including but not limited to:    □  Microsoft Suite    □  Zendesk    □  Asana    □  Kepler Dashboard
  • Generic Reporting as required

Key Performance Indicators

Key Area


Customer Support

  • Maintain high response speed for the majority of inquiries (initial response under 1 hour upon receipt of inquiry; under 3 hours for full response with action plan for resolution if applicable) and high standards of professionalism while operating the Helpdesk. This is measured by the Kepler Operations team obtaining feedback from the store managers, our clients’ head office team members and internal Kepler team feedback.
  • Maintaining transparent and visible reporting of Helpdesk enquiries by type, status, client and learnings. Target average resolution time between receipt of enquiry to full resolution of enquiries is 5 working days.
  • Monitoring of data/sensor issues and proactively communicating them within 30 minutes upon issue identification to the Kepler Operations and Client Partner teams to decide on actions for resolution.


  • All Processes are followed
  • Attend and participate in staff meetings and training sessions as required
  • Strong client-facing and communication skills

Organizational Relationships

All Staff Members

  • Participation in all staff meetings and training. Working closely with the Operations Team and clients team, as well as the wider business Clients
  • Develop trust with Clients (Office & Retail) and strive for their excellence and success. “The Customer Must Succeed”

Physical Requirements of the Position

  • This is an online-based position that will require periods of sitting at a desk operating office equipment and computers. Robust broadband connection required

Other Relevant Information

  • Other related duties maybe required from time to time.


  • Kepler is hiring someone who can work remotely in Pakistan following the AEDT time zone, from 9 am to 5 pm or 10 am to 6 pm.
  • There is no need to move to Australia however, as we are expanding our Pakistan team over there, there will be meetings once or twice a month in Karachi in person.


Job Details

Functional Area:
Total Positions:
1 Post
Job Shift:
Third Shift (Night)
Job Type:
Job Location:
No Preference
Minimum Education:
Career Level:
Entry Level
Minimum Experience:
1 Year
Apply Before:
Dec 11, 2020
Posting Date:
Nov 10, 2020
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Kepler Analytics

Information Technology · 11-50 employees -

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