Help Desk Support Analyst

Help Desk Support

Company Description

About Sutherland: 

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description

The L1 Support Analyst will provide Tier-1 front-line support for a custom-built Everest PHP/LAMP CMS platform used by US-based automotive franchise dealerships. This is a low-complexity, high-volume support role focused on timely response, accuracy, customer service, and working within established templates and tools. The role requires CST coverage (9 AM–5 PM CST) with some resources supporting until 7 PM CST.

Key Responsibilities

1. Ticket Handling (Tier 1 Support – 95% Everest Website Platform)

• Respond to and resolve incoming HubSpot tickets within 2–3 hours (maximum 24 hours).
• Perform basic content updates (homepage banners, imagery, copy changes).
• Execute CSS changes (button color, spacing, style adjustments).
• Make HTML/CSS updates outside of CMS controls when needed.
• Use the internal Gearbox interface for configuration changes and plug-and-play integrations.
• Perform minimal PHP edits (non-core, non-global code) within controlled interface boundaries.
• Manage user access, role setup, and permissions.
• Support third-party integrations using standardized templates.

2. Work Execution

• Perform ~50% tasks through point-and-click dashboard/Gearbox interface.
• Perform ~50% tasks via HTML/CSS file edits.
• Validate changes using the non-live test environment with feature flags or query parameters.
• Follow established SOPs, templates, and checklists.

3. 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 detail—pixel-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

• 2–4 years experience in technical support or website content management.

Work Model

• Fully remote, company-provided equipment.
• CST shift (core hours 9 AM–5 PM CST; some roles until 7 PM CST).
• Must work from India (US-approved region).
• VPN access required; secure environment mandatory.

Success Criteria

• Consistently meets response SLA (2–3 hrs).
• High accuracy in content and styling updates.
• Low escalation rate to L2/L3.
• Strong reliability for CST timezone coverage.

Education:

Any Diploma or Graduation 

Additional Information

All your information will be kept confidential according to EEO guidelines.

Experience Level

Entry Level