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For Employers

Help Desk Support

Sutherland Global Services Inc

2 - 4 years

1 - 3 Lacs

hyderabad

Posted:1 hour ago| Platform:

Apply

Skills Required

content management coding vpn cms php html customer service operations technical support automotive

Work Mode

Work from Office

Job Type

Full Time

Job Description

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).

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.

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