As a L1 Support Analyst at Sutherland you will provide Tier1 frontline support for a custombuilt Everest PHP LAMP CMS platform used by USbased automotive franchise dealerships Your role will focus on timely response accuracy customer service and working within established templates and tools It is essential to have CST coverage 9 AM5 PM CST 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 required Use the internal Gearbox interface for configuration changes and plugandplay integrations Perform minimal PHP edits within controlled interface boundaries Manage user access role setup and permissions Support thirdparty integrations using standardized templates Work Execution Perform approximately 50 tasks through the pointandclick dashboard Gearbox interface Perform approximately 50 tasks via HTML CSS file edits Validate changes using the nonlive test environment with feature flags or query parameters Follow 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 detailpixellevel accuracy for dealer websites Ability to follow structured SOPs without deviation Good written English for ticket communication with US clients Customercentric approach and ability to handle repetitive tasks with consistency Experience 24 years experience in technical support or website content management Work Model Fully remote companyprovided equipment CST shift core hours 9 AM5 PM CST some roles until 7 PM CST Must work from India USapproved region VPN access required secure environment mandatory Success Criteria Consistently meet response SLA 23 hrs High accuracy in content and styling updates Low escalation rate to L2 L3 Strong reliability for CST timezone coverage As a L1 Support Analyst at Sutherland you will provide Tier1 frontline support for a custombuilt Everest PHP LAMP CMS platform used by USbased automotive franchise dealerships Your role will focus on timely response accuracy customer service and working within established templates and tools It is essential to have CST coverage 9 AM5 PM CST 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 required Use the internal Gearbox interface for configuration changes and plugandplay integrations Perform minimal PHP edits within controlled interface boundaries Manage user access role setup and permissions Support thirdparty integrations using standardized templates Work Execution Perform approximately 50 tasks through the pointandclick dashboard Gearbox interface Perform approximately 50 tasks via HTML CSS file edits Validate changes using the nonlive test environment with feature flags or query parameters Follow 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 detailpixellevel accuracy for dealer websites Ability to follow structured SOPs without deviation Good written English for ticket communication with US clients Customercentric approach and ability to handle repetitive tasks with consistency Experience 24 years experience in technical support or website content manag .
