Help Desk Support Analyst

Job Description

As a L1 Support Analyst at Sutherland, you will play a crucial role in providing Tier-1 front-line support for a custom-built Everest PHP/LAMP CMS platform utilized by US-based automotive franchise dealerships. Your primary focus will be on ensuring timely response, accuracy, excellent customer service, and adherence to established templates and tools. It is essential to note that this role requires CST coverage, with some resources supporting until 7 PM CST.**Key Responsibilities:**- Respond to and resolve incoming HubSpot tickets within 23 hours (maximum 24 hours).- Perform basic content updates such as homepage banners, imagery, and copy changes.- Execute CSS changes including button color, spacing, and style adjustments.- Make HTML/CSS updates outside of CMS controls when necessary.- Utilize the internal Gearbox interface for configuration changes and plug-and-play integrations.- Perform minimal PHP edits within controlled interface boundaries.- Manage user access, role setup, and permissions.- Support third-party integrations using standardized templates.**Work Execution:**- Perform approximately 50% of tasks through point-and-click dashboard/Gearbox interface.- Complete about 50% of tasks via HTML/CSS file edits.- Validate changes using the non-live test environment with feature flags or query parameters.- Adhere to established SOPs, templates, and checklists.**Quality & Documentation:**- Document steps taken in HubSpot and maintain client history logs.- Flag red clients or repeat issues per operational guidelines.- Maintain accuracy and consistency across multiple brand templates (6 template types).**Qualifications:****Technical Skills:**- Basic understanding of HTML & CSS (mandatory for editing templates).- Exposure to PHP (reading or making small safe edits; no advanced coding needed).- Familiarity with CMS interfaces (any platform) and basic website concepts.- Ability to work with dashboards, forms, and configuration screens.**Soft Skills:**- Strong attention to detailpixel-level accuracy for dealer websites.- Ability to follow structured SOPs without deviation.- Good written English for ticket communication with US clients.- Customer-centric approach and ability to handle repetitive tasks with consistency.**Experience:**- 24 years experience in technical support or website content management.**Work Model:**- Fully remote, company-provided equipment.- CST shift with core hours from 9 AM5 PM CST; some roles until 7 PM CST.- Must work from India in a US-approved region.- VPN access required; secure environment mandatory.**Success Criteria:**- Consistently meet response SLA (23 hrs).- Ensure high accuracy in content and styling updates.- Maintain a low escalation rate to L2/L3.- Demonstrate strong reliability for CST timezone coverage.*Education:*Any Diploma or GraduationIn this role, you will have the opportunity to contribute to the success of US-based automotive franchise dealerships through your technical expertise and commitment to delivering exceptional customer service. As a L1 Support Analyst at Sutherland, you will play a crucial role in providing Tier-1 front-line support for a custom-built Everest PHP/LAMP CMS platform utilized by US-based automotive franchise dealerships. Your primary focus will be on ensuring timely response, accuracy, excellent customer service, and adherence to established templates and tools. It is essential to note that this role requires CST coverage, with some resources supporting until 7 PM CST.**Key Responsibilities:**- Respond to and resolve incoming HubSpot tickets within 23 hours (maximum 24 hours).- Perform basic content updates such as homepage banners, imagery, and copy changes.- Execute CSS changes including button color, spacing, and style adjustments.- Make HTML/CSS updates outside of CMS controls when necessary.- Utilize the internal Gearbox interface for configuration changes and plug-and-play integrations.- Perform minimal PHP edits within controlled interface boundaries.- Manage user access, role setup, and permissions.- Support third-party integrations using standardized templates.**Work Execution:**- Perform approximately 50% of tasks through point-and-click dashboard/Gearbox interface.- Complete about 50% of tasks via HTML/CSS file edits.- Validate changes using the non-live test environment with feature flags or query parameters.- Adhere to established SOPs, templates, and checklists.**Quality & Documentation:**- Document steps taken in HubSpot and maintain client history logs.- Flag red clients or repeat issues per operational guidelines.- Maintain accuracy and consistency across multiple brand templates (6 template types).**Qualifications:****Technical Skills:**- Basic understanding of HTML & CSS (mandatory for editing templates).- Exposure to PHP (reading or making small safe edits; no advanced coding needed).- Familiarity with CMS interfaces (any pl

Keyskills :
HTMLCSSPHPCMSWebsite ManagementTechnical Support